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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.
Contact information
Address
2 The Square
Stockley Park
Uxbridge
Middlesex
UB11 1AD
Telephone: 020 8589 1000
Email: julie.murray@aspect.com
Website: www.aspect.com
Seminars
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
Press Releases
Aspect and 2e2 collaborate to target Microsoft Unified Communications & Collaboration market
Aspect joins with Dell Services to deliver Unified Communications solutions for next-generation customer contact centres
Golfbreaks.com’s customer service hits a hole–in-one thanks to Aspect
Aspect again named #1 global workforce management solution vendor
Aspect Delivers Next-Generation Customer Contact with Launch of Aspect Unified IP 7 Platform
Aspect to Deliver Small to Mid-Size Turnkey Contact Centre Product Built for Microsoft Lync
Aspect Rolls Out Large-Scale, Global Microsoft Lync 2010 Deployment
Case Studies
Newport City Homes
Newport-City-Homes_A4-CS.pdf 906.53 kB
Virgin Atlantic Airways
Uniphi Connect centralises management of all of VAA’s contact centres and remote agents to its operations in the UK. VAA retains time-division multiplexing (TDM) phones at its contact centres while enabling 140 home-based agents to move to an IP infrastructure. It is also reducing network traffic costs when routing calls between contact centres, especially when call volumes are high. By leveraging the existing Aspect CallCenter ACD using Uniphi Connect, the company can now deploy new centres faster and more cost effectively without installing new hardware.
Aspect_Virgin-Atlantic_CustSvc_CS.pdf 167.89 kB
Whitepapers
Making the Back Office Pay
Find out how to increase the productivity of your back office while lowering costs, improving staff utilisation and planning, increasing response times, optimising staffing resources and more.
Use Case Paper - Making the Back Office Pay1.pdf 184.42 kB
The Contact Center: The Logical Starting Point for Every Unified Communications Strategy
It’s time for you to take the lead on your unified communications for the contact centre strategy to make sure that neither your contact centre nor your customers are ignored. This White Paper details four steps you should take today to begin implementing UC in your contact centre.
Aspect_UnifiedCommunications_ViewPoint.pdf 382.77 kB
Leveraging Performance Optimization to Help Achieve Corporate Objectives
Looking at the intelligence created in the contact centre from a strategic perspective provides greater opportunity for engaging customers, maximising agent performance, optimising resources, and improving the quality of interactions and the customer experience delivered. And, when contact centres align strategic business objectives with the goals of front-line employees, it is much more likely to achieve success. Setting expectations in advance ensures that employees can be praised for meeting corporate goals or held accountable if they don’t.
PerformanceEdge_ContactCenterIntelligence_WP.pdf 434.14 kB
The Unified Communications Journey – Setting the Itinerary
Unified communications offers a number of benefits that companies cannot afford to ignore. Organisations have an opportunity to increase productivity, improve sales cycles, reduce communication costs, lower training and meeting expenses, and even gain greater insight into customers’ needs and interests. There is clearly a competitive advantage at stake and the time to start looking at UC and embarking on this journey is now.
UC-Journey-Setting-the-Itinerary_WP.pdf 742.75 kB
Products
Seamless Customer Service
Seamless Customer Service is a unified communications application for the contact centre that unites inbound routing and voice portal capabilities to reduce cost-per-customer inquiry and delivers a new way to coordinate self service with assisted service to improve first call resolution and enhance the overall customer experience.
UC_Seamless-CustSvc_Broch.pdf 395.30 kB
Streamlined Collections
Streamlined Collections is a unified communications (UC) application for the contact centre that automates early-stage contact and provides an efficient past-due account targeting strategy to reduce delinquencies and write-offs and delivers a new way to simplify, bolster, and automate your collections process.
UC_Streamlined-Coll_Broch.pdf 394.72 kB
Optimised Collections
Optimised Collections is a unified communications (UC) application for the contact center that unites campaign optimisation, workforce management, and performance management to reduce your cost per collected pound and deliver a new way to allocate resources, track performance and apply the most appropriate calling strategies at the best times.
UC_Opt-Collections_Broch.pdf 389.50 kB
Blended Interaction
Blended Interaction delivers a new way to simplify and automate your customer services, sales and collections processes. Blended Interaction is a unified communications (UC) application for the contact centre that unites inbound routing, Internet contact, voice portal, outbound dialling, and workforce management capabilities. Leveraging either session initiation protocol (SIP)-based voice over IP (VoIP) or traditional voice, Blended Interaction scales from tens to thousands of agent positions in a single- or multisite environment.
UC_Blended-Int_Broch.pdf 403.57 kB
Productive Workforce
Productive Workforce is a unified communications (UC) application for the contact centre that unites workforce management, performance management, and quality management to reduce the cost per customer interaction and improve the customer experience.
UC_Prod-Workforce_Broch.pdf 392.20 kB
