Next Generation Customer Contact – a UC Enabled Case Study
This presentation will highlight the benefits UC has brought to Newport City Homes, paying particular attention to its use within their Customer Contact Centre. It will discuss how the integration of UC, with CRM and Aspect UIP, has transformed the organisations focus on Customer Management, and ulitmately improved agent productivity.
Newport City Homes are the current BCS & Computing Small IT Department of the Year, and are considered to be at the forefront of UC by their peers.
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Darren Lloyd
(Information Services Manager) Newport City Homes
Aspect Software Stand 808
Aspect is recognised by global industry analysts for its market-leading capabilities in workforce management, outbound dialling and inbound ACD routing, and is a leading Microsoft National Systems Integrator. We have helped organisations of all sizes take advantage of software to meet key business goals, including more than two-thirds of the Global Fortune 50.
The new consumer - Consumer 2.0 - is a force whose expectations are continually rising as they encounter Web 2.0 and extreme advances in communications and mobility technologies. And, today's enterprise communication technologies - Enterprise 2.0 - can change the game for organisations looking to meet these rising consumer demands.
Enterprise 2.0 is powered by applications that use real-time communications, Web 2.0 and collaboration technologies to communications-enable business processes. Aspect provides solutions at the intersection of Consumer 2.0 and Enterprise 2.0, helping the world's leading organisations engage with today's consumers on their terms. As part of our global strategic alliance with Microsoft, our services teams help lay the foundation for the new enterprise model with platform services for Microsoft® Lync™, SharePoint®, Microsoft Dynamics® CRM and other technologies, as well as through consulting and application development.
And our contact centre solutions leverage these enterprise technologies to embed customer contact capabilities within key functional areas throughout the organisation.
Seminars by Aspect Software
Tuesday 6 March1:50 PM - 2:20 PM
Case Study - how Aspect & Dell helped Golfbreaks.com hit a hole in one with their customer service
Steve Hemsworth, Managing Director, Golfbreaks.com, Aspect
More +Less -
Join us at this informative seminar and be amongst the first to find out how Golfbreaks.com, Europe’s largest golf travel company, have transformed their customer communications with the Microsoft Lync platform to improve the customer experience and maintain a competitive edge.Join senior representatives from Aspect and Dell who, along with Steve Hemsworth, Managing Director of Golfbreaks.com will demonstrate how they have transformed their customer service operation to meet increasing demand and improve the booking process for customers - without increasing personnel resources. Together, Aspect and Dell will show delegates how the company has created a powerful Microsoft-based unified communications infrastructure, supporting SMS, email and CRM integration, to maintain its position as Europe's largest golf travel company in the $17bn golfing holiday industry.
Tuesday 6 March11:10 AM - 11:40 AM
How Aspect and 2e2 collaborate to deliver a complete Unified Communications solution
Ian Smith, Principal Consultant, Aspect
More +Less -
As the adoption of Unified Communications and Collaboration (UC&C) technology gains momentum, Aspect, together with ICT Lifecycle services provider 2e2, have announced a partnership to work with medium enterprise organisations looking to consolidate multiple communications channels across the business – from telephony to social media. The joint venture combines Aspect and Microsoft’s suite of UC&C applications and 2e2’s project management, technology expertise and support services. Aspect is the market leader in software-based customer contact solutions and fuelled by an ongoing joint investment with Microsoft we have a joint vision to deliver the business benefits of unified communications and collaboration technologies. As part of the agreement, 2e2 has full access to Aspect’s portfolio of UC applications, including Aspect Unified IP & workforce optimisation applications. Aspect’s portfolio of UC products was co-developed with Microsoft to ensure seamless integration with its applications including Exchange, Lync, and Microsoft Dynamics Customer Relationship Management (CRM). 2e2 is a Gold Certified Microsoft partner with specialisations in Unified Communications and Collaboration, providing complete end-to-end solutions from on-premise to hosted or cloud based services.This presentation will look at how Aspect and 2e2 have collaborated to deliver a full Unified Communication solution for the contact Centre
