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Nucleus Research: Aspect's Multichannel Interaction Management and Workforce Optimization Solutions Boost Customer Satisfaction

April 08, 2013



A report from Nucleus Research, an information technology research firm specializing in investigative research and the return on investment (ROI) analysis of technology deployments, reveals enterprises using Aspect's (News - Alert) integrated workforce and contact center management platform are able to increase customer satisfaction to above 90 percent.

Nucleus Research is a provider of investigative, case-based technology research and advisory services that provide real-world insight into maximizing technology value.

The report, based on inputs from Aspect customers, states that Aspect's integrated workforce and contact center management platform is enabling businesses to fulfill customer expectations as well as boost call center efficiency, reduced management costs while increasing employee retention and improved customer satisfaction levels.

Aspect's integrated workforce and contact center management platform increases customer satisfaction with increased IVR completion rates, reduced call wait times, more accurate call status updates and increased visibility into agent performance, providing greater coaching capabilities.

Rebecca Wettemann, vice president Nucleus Research, said, "We found Aspect customers achieved a positive ROI through the ability to streamline call center operations, reduce management time and cost, and increase focus on the goal of improving the customer experience."

Nancy Dobrozdravic, vice president solutions marketing at Aspect Software, said in a statement, "The results of the Nucleus study confirm that Aspect is already in a leadership position when it comes to profitably orchestrating the people, processes and touch points around customer interactions. We believe that organizations that anticipate and adapt to this 'relationship revolution' will be better poised to build long-term customer loyalty and value, along with very satisfying bottom line outcomes."




Edited by Rachel Ramsey
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