The partnership will allow Aspect ensure that the people, processes and tasks that support interactions across the front and the back office to optimize the overall customer experience

By World Contact | February 22, 2013 | News , Contact Centers

Aspect Software, a provider of contact center solutions, recently reported its equitable society EG Solutions PLC, a provider of software and services for back office optimization. Aspect The contract provides exclusive distribution rights for EG products and services in North America, Latin America and the Asia-Pacific region, and formalizes the model of society for both companies to address customers in Europe, Middle East and Africa.

"Because the number of employees in the back office continues to grow within organizations, it is asking managers increased productivity, reduced costs, optimize employee performance and reduce risk, while improving the customer experience. Optimization packages Back Office (WFO) have emerged in the past two years to help enterprises address this challenge, "said Donna Fluss, DMG Consulting Director and industry analyst contact center / back office. "These packages are based on concepts of optimization contact center staff and some techniques that have been enhanced to address the dynamics of back office". Fluss warned WFO solutions "can be highly effective, provided they are tailored, taking into account the unique characteristics and needs of the back office". It was just the detection of this need in the market that made Aspect and join EG.

The partnership with EG allows Aspect ensure that the people, processes and tasks that support interactions across the front and the back office, to optimize the overall customer experience.

"The market is looking for a solution that optimizes the different resources and tasks that affect customers directly or indirectly." Aspect can now perfectly orchestrate people and processes that flow within and between the back office and the front office to improve the way in which the service is offered, "said Spence Mallder, Senior Vice President, General Manager of the division Optimization Workforce and Chief Technology Officer of Aspect.

When organizations streamline back office processes and employee performance in areas such as IT, HR and Accounting, the benefits are reflected in customer interactions. The EG services and products are used to monitor the work from any source, can integrate multiple CRM environments (Managing Customer Relations) and BPM (Business Process Management), and offer a vision of how it is carrying out the work, all measured against operating targets and objectives that align customer expectations.

"The partnership with Aspect creates a vision and an overall control on the overall process of customer service, which will generate a measurable value on the tasks and resources, regardless of who you are giving customer service: front office, back office or both "said Elizabeth Gooch, CEO of EG. "This global partnership creates new sales opportunities and opens new markets for EG, while providing investment capital for future development efforts. We are excited about the joint solution is give the market society. "

Source: mundocontact.com