INGATE

From The Sip Trunking Experts

TMCNet:  Aspect Software Creates 360 Degree View of Customer Interactions With Introduction of Microsoft Dynamics CRM for Aspect Unified IP

[December 10, 2012]

Aspect Software Creates 360 Degree View of Customer Interactions With Introduction of Microsoft Dynamics CRM for Aspect Unified IP

(Marketwire Via Acquire Media NewsEdge) CHELMSFORD, MA -- (Marketwire) -- 12/10/12 -- Health and long-term care risk management company LifePlans selects Aspect®unified interaction management solution, unites disparate technologiesStreamlined view of multichannel customer interactions integrates Microsoft Dynamics CRM™ with Aspect®Unified IP®Innovation of Microsoft Dynamics CRM offering built on Aspect's Applications Foundation Aspect Software, a leading provider of next generation customer contact and enterprise workforce optimization, today announced that LifePlans, a long-term care insurance service, risk management, and research company, has selected Aspect's Microsoft Dynamics CRM for Aspect Unified IP to optimize its existing Aspect Unified IP, Productive Workforce™ and Microsoft Dynamics CRM infrastructure and improve overall business processes and productivity across their organization.


Dynamics CRM for Aspect Unified IP is a next-generation customer contact innovation, leveraging the interaction management capabilities of Aspect Applications Foundation and Microsoft's foundational customer relationship management technology (Dynamics CRM 2011). Through easier information access, intelligent customer interaction and workflow automation, it provides call centers with superior support for consistently providing better agent customer interaction experiences and business outcomes, by integrating the versatility of Microsoft's CRM platform with the core agent empowerment and workflow automation strengths of Aspect's interaction management solution. The Aspect Applications Foundation, which allows easily-configured innovative solutions through packaged functional components and APIs, enables organizations and their agents to bring their own experience to the call center and find more effective, efficient ways to deliver a better customer experience.

LifePlans, a premier health and long-term care risk management company, which assists health plans and long-term care insurers to manage risk through innovative, evidence-based solutions, selected Microsoft Dynamics CRM for Aspect Unified IP in order to analyze their customer and transactional data to gain greater visibility into their customer activity and agent workflow. Due to the company's vast client base, and the multiple processes and transactional requirements of each of their clients, a fragmented infrastructure had begun to cause task and information management challenges across the company. They saw Microsoft Dynamics CRM for Aspect Unified IP as a solution that could bring their information and people together to effectively collaborate and customize their desired capabilities.

"Microsoft Dynamics CRM for Aspect Unified IP has helped us improve customer care by creating a more efficient workflow for a better agent-customer experience," said Steve McIsaac, LifePlans VP of Information Technology. "Our transition to this solution was seamless because Aspect took a hands-on approach from day one, using a project methodology and functionality that was a perfect fit for LifePlans. It was a highly structured process and they were very dedicated to the implementation, helping us make everything come together and work." Microsoft Dynamics CRM for Aspect Unified IP provides clients with a single interface to deliver exceptional customer experiences by converging the contact center and the enterprise using customer relationship management strategies. The robust integration between Aspect Unified IP and Microsoft Dynamics CRM provides a complete 360 degree view of customer interactions and contact opportunities as well as contact control to maximize customer value and retention. And in addition to enabling collaboration capabilities through IM and presence, the solution provides synergies with Microsoft tools such as Microsoft Lync 2010 and Microsoft SharePoint 2010. Agents are able to more quickly find and collaborate with the most qualified experts and access related knowledge resources, helping them speed issue resolution and improve interaction quality and outcomes.

"LifePlans' application of the Microsoft Dynamics CRM for Aspect Unified IP solution really illustrates the fusion of Aspect's collaborative customer approach and the innovative power of our Aspect Applications Foundation," said Chris Koziol, Aspect president and general manager, Interaction Management division. "This versatile foundation, created by optimizing LifePlans' current technology investment, should provide LifePlans new levels of cost savings, productivity and business efficiencies that will help LiefPlans' customer value and foster long-term loyalty." "Aspect really understands how to leverage the strength of Microsoft Dynamics CRM by creating a truly complete and holistic view the customer's experience," said Craig Dewar, Director, Microsoft CRM Product Marketing. "Microsoft Dynamics CRM for Aspect Unified IP is a true example of next-generation customer contact innovation by providing superior support for better customer experiences and business outcomes through easier information access, intelligent customer interaction and workflow automation." More information about Microsoft Dynamics CRM for Aspect Unified IP is available here.

About Life PlansLifePlans is a health and long-term care insurance services, risk management, and research company offering a full spectrum of services to the health and long-term care industry. We specialize in enhancing insurers' ability to manage the risks associated with members who have chronic illness and long-term care needs as well as life, critical illness and disability. We provide underwriting risk and care management services, health risk assessments, product development, pricing, compliance, and third party administration. Our comprehensive network of nurses throughout the United States and Canada serves more than 120,000 applicants, claimants, and health plan members annually. LifePlans provides industry-wide research and analysis to support the LTC marketplace.

About AspectAspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectUC. Read our blogs at http://blogs.aspect.com.

Aspect, Unified IP, Productive Workforce and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

Tim Dreyer +1 630 227 8312 Email Contact Source: Aspect Software

[ Back To SIP Trunking Home's Homepage ]

Loading
Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner


Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Making A Broadband Purchase Decision
Businesses today have many options for broadband connectivity. Clarifying your particular business needs prior to selecting a broadband provider will ensure an optimal match of broadband service to your requirements.

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Case Studies

Business Telecom Expenses Reduced 50%
A small to medium sized company in the midwest was interested in migrating to IP Communications, but in today's economy, they were hesitant to upgrade their communication system due to their perception that the cost would outweigh the benefits.

Multi-State Company Cuts Telecom Costs 50%
A multi-site, multi-state company with extensive monthly long distance fees and toll-free charges did not have adequate broadband for Broadvox SIP Trunking requirements, nor did they have a SIP enabled telephone system.

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?ces all over the country, the company spent a great deal of money every month just on internal phone calls.

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

Broadvox VAR Testimonial VAR 1:
Part 1 of the VAR (Value Added Reseller) Partner Program Testimonials for Broadvox...

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

Partner Program Overview:
Over 4,000 VARs, Master Agents, Solution Providers, and Independent IT Professionals trust Broadvox. We offer customized services and solutions to fit seamlessly into any company's business model. And when you partner with Broadvox, every member of our team stands behind you and your customers 100%...

SIP Trunk UC Summit

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.