About Call Design Press Releases Prime Teleconnect Selects Aspect’s Unified Communications Application to Offer Customers World Class Contact Centre Services
Prime Teleconnect Selects Aspect’s Unified Communications Application to Offer Customers World Class Contact Centre Services
By Amanda Koh, August 19, 2009 – Wednesday
New BPO in the Philippines to Implement Seamless Customer Service™ and Leverage Ask an Expert Capabilities to Support Customers’ Contact Center Operations
MANILA, 25th July 2009 — Aspect, a unified communications (UC) solutions provider, today announced Prime Teleconnect, a provider of best-of-breed hosted contact center services, is taking advantage of the multi-tenant capabilities of Seamless Customer Service, a unified communications application for the contact center, to offer comprehensive call response, which includes coordinated self-service, live service and integrated assistance to improve first call resolution and overall customer experience for their domestic and offshore contact center customers.
Prime Teleconnect will also be leveraging Ask an Expert capabilities using instant messaging (IM) and presence powered by Microsoft® Unified Communications.
The company is utilizing the solution’s inbound, outbound and blended call handling capabilities to support its customers’ sales, telemarketing and customer service business process outsourcing (BPO) operations.
Prime Teleconnect has deployed 100 seats of Seamless Customer Service in its 1,000-square-meter location in Mandaluyong City. The application enables Prime Teleconnect’s 100 agents to leverage Microsoft Unified Communications to contact an appropriate expert in the enterprise to increase first call resolution and enhance customer interactions.
“As a growing BPO, we needed a solution that is not only easy to use and reliable, but is also able to help us scale our business as we expand rapidly in this space. The features in Seamless Customer Service from Aspect enable us to provide a full range of solutions to support our customers’ diverse needs, and gives us a distinct strategic advantage over our competitors,” said Leo Mission, president, Prime Teleconnect Worldwide.
Prime Teleconnect worked with Aspect partner Call Design, a contact center technology and solution provider, to define and implement a solution which best met Prime Teleconnect’s needs.
“Prime Teleconnect was looking for a robust solution that could support its customers’ needs in multi-tenanted environment, as well as its expansion and growth plans, since the outsourced contact center industry continues to grow in the Philippines,” said Miles Stanton, managing director, Call Design.
“Companies are clearly seeing Aspect’s UC applications for the contact center as industry-leading solutions and Prime Teleconnect is leveraging this solution to offer contact center capabilities in a multi-tenanted environment to help customers break down communications silos,” said James Wong, general manager, Southeast Asia and Australia regions, Aspect.
“The functionality of Seamless Customer Service and its ability to orchestrate the desired customer experience and data transfer from self service to live agent assistance gives supervisors and agents greater control over campaigns and customer interactions. And, with the option to easily access experts, they will be able to provide an exceptional level of service – which is extremely important for a new company in a tough, competitive market. As a result, Prime Teleconnect’s customers could benefit from increased revenues, lower costs, and ultimately, an overall improvement in customer satisfaction.”