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FOR IMMEDIATE RELEASE:
24-7 INtouch Partners with Aspect Software to Provide Clients With
Market Leading Aspect® eWorkforce Management™ Solution
TORONTO, Ontario. February 12th, 2007 – 24-7 INtouch, an award winning
contact center outsourcer, announced today the partnership with Aspect
Software, the world’s largest company solely focused on the contact
center, in selecting their Aspect® eWorkforce Management™ tool. The
addition of the industry leading workforce management (WFM) software to
24-7 INtouch’s suite of contact center technologies, promises 24-7
INtouch increased efficiencies in staffing, forecasting, scheduling, and
greater productivity of their agents, ultimately providing improved and
consistent service to clients.
“One of our main advantages over other outsourcers is our focus not only
on providing industry standard service levels each month, but
consistently on a day-to-day basis,” says Greg Fettes, President and CEO
of 24-7 INtouch. “By adding Aspect Software as a technology partner, we
are able to improve our current WFM methodologies and ensure all our
clients are receiving quality service levels for each of their calls.
This added focus on consistency will translate into increased
competitiveness, revenue growth, and a strong reputation among our
clients.”
Workforce management is the heartbeat of any call center. It is a
constant balancing act between work required and resources available,
especially within an outsourced environment. Expected workload is
forecasted accurately first, then resources are allocated accordingly on
a day-to-day and even minute-by-minute basis. A contact center that is
unable to anticipate call volume precisely will experience overstaffing
or understaffing. The results are additional cost to the company due to
excess manpower, or inferior service due to a shortage in staff thus
translating into customer and client dissatisfaction.
Aspect eWorkforce Management is a market-leading solution that helps
fine-tune agent performance to increase productivity, empower agents to
reduce turnover and simplify operations to reduce costs. Contact centers
can gain insight into overall performance to realize greater business
goal alignment.
“Many companies do not understand the importance and sensitive nature of
contact center scheduling. At 24-7 INtouch, we feel it is our duty as an
outsourcing partner to provide expert tools to our clients and ensure
industry best practices are implemented. With WFM, we constantly strive
to hold ideal agent occupancy rates and consistent service levels, all
while simultaneously controlling costs,” states Fettes.
“As an award-winning contact center services provider, 24-7 INtouch
clearly understands the impact that optimized staffing resources can
have on the customer experience and the bottom line,” says Ralph
Breslauer, executive vice president of sales and marketing, Aspect
Software.
“By implementing Aspect eWorkforce Management, 24-7 INtouch is embracing
innovative workforce optimization technology to maximize resources and
increase productivity, which ultimately helps create positive
company-customer interactions. Aspect Software is proud to support their
business strategy and we’re confident that the implementation will
ensure a distinct competitive advantage.”
About 24-7 INtouch
24-7 INtouch (www.24-7intouch.com)
is a multi-channel contact center outsourcing company that provides
practical and affordable customer relationship management solutions
across various industries. Using the most advanced technology in the
industry and Certified Sales and Customer Service Representatives, 24-7
INtouch is dedicated to helping clients increase their sales and
strengthen their customer service. Currently, the company’s primary
products are the outsourcing of inbound call center services and live
online customer support solutions such as Live Web Chat.
About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the
world’s largest company solely focused on Internet Protocol (IP) and
traditional voice-based products and services for customer service,
collections, and sales and telemarketing business processes. Each day,
Aspect Software powers more than 125 million customer-company
interactions at thousands of in-house and outsourced contact centers
around the globe. Its trusted Signature product line offers automatic
call distributors (ACDs), dialers, voice portals and computer telephony
integration (CTI). The company’s leading Contact Center Performance
Optimization product line provides workforce management, quality
management, performance management and interaction optimization
applications. And, its pioneering Unified IP Contact Center product line
delivers a comprehensive, multichannel solution. Headquartered in
Westford, Mass., Aspect Software has operations across the Americas,
Europe, Africa, the Middle East and Asia Pacific. For more information,
visit
www.aspect.com.
Contact Information
Maya Kotecha
Marketing & Communications
1.800.530.1121
www.24-7intouch.com |
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