From The Sip Trunking Experts

TMCNet:  Experian Selects Aspect Software to Bring Customizable Data, Actionable Information to Contact Center Desktops

[December 13, 2012]

Experian Selects Aspect Software to Bring Customizable Data, Actionable Information to Contact Center Desktops

(Marketwire Via Acquire Media NewsEdge) CHELMSFORD, MA -- (Marketwire) -- 12/13/12 -- Global information services company Experian selects Aspect®to create broad visibility to key performance indicators, empower agents, improve contact center performanceFlexible solution built on Aspect's Applications Foundation, a development platform created for rapid deployment of innovative solutionsCreates an easily customizable desktop environment with key metrics and shortcuts to Aspect's interaction management and workforce optimization suite of products Aspect Software, a leading provider of next generation customer contact and enterprise workforce optimization, today announced that Experian, a leading global information services company, has selected Aspect® to improve the company's agent and call center performance. By leveraging the power of Aspect's Applications Foundation platform, Experian provides its agents an adaptable, single access interface for critical and actionable data.

Agents and call center managers no longer have to juggle multiple open applications or navigate between numerous screens as the customizable Aspect solution seamlessly streams key features and functions from Aspect's full product portfolio directly to a single desktop application. Aspect Applications Foundation enables organizations to bring their own experience to the call center, encapsulating their knowledge and know-how into more effective, efficient ways to deliver a better customer experience. The solution, leveraging Aspect's interactive tiles technology, allows agents to further customize their desktops to suit their unique needs and styles of working.

"Experian works with large amounts of customer and client information every day so making the information easily accessible and actionable is essential for our agents to assist consumers," says Lee Lundy, Senior Vice President of Consumer and Client Services, Experian. "The interactive application has empowered our agents by giving them greater visibility to individual metrics, intraday task change and schedule management." Experian's call center supervisors and managers can get an instant view into the key performance indicators relevant to their business as well as easy access to the features, functions and processes that allow them to take immediate or corrective action. This supports Experian's culture of continuous improvement with ample opportunities for agent empowerment, self-evaluation, co-evaluation with their supervisor and validation against calibrated results.

"Leading organizations like Experian understand that in order to deliver exceptional customer and client experiences, they need to have all contact center functions and team members tightly integrated with the data and information that fuel excellent customer experience," says Chris Koziol, president and general manager, Aspect. "Experian's application, based on our interactive tiles technology, enables a 'bring your own experience' empowerment to agents and supervisors, or any knowledge worker, which can show a clear, positive impact on productivity and bottom-line results." Aspect Applications Foundation consolidates data captured by Aspect products as well as other enterprise systems that a contact center might access, such as CRM or HCM. Aspect's interactive tiles technology can take advantage of the data and the underlying product functionality exposed by Aspect Applications Foundation to create dashboards and KPIs that are completely configurable. Users get visibility to the information they need, without having to open and navigate multiple windows and applications. This consolidated, simplified view reduces errors, time-to-information and customer wait times.

Announced earlier this year, Aspect's Applications Foundation allows easily-configured innovative solutions such as Aspect's interactive tiles, through packaged functional components and APIs.

Interactive tiles is available globally. Click here to learn more about Interactive Tiles. For more information on Aspect Innovations, click here. And to learn more on Aspect Applications Foundation, click here.

About ExperianExperian is the leading global information services company, providing data and analytical tools to clients around the world. The Group helps businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. Experian also helps individuals to check their credit report and credit score, and protect against identity theft.

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

Follow Aspect on Twitter at @AspectUC. Read our blogs at

Aspect, Unified IP, 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.

Image Available: attachid=2181459 Tim Dreyer +1 630 227 8312 Email Contact Source: Aspect Software

[ Back To SIP Trunking Home's Homepage ]

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...

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 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.

Featured Case Studies

Case Study - Haiti
With this solution our doctors were able to reach anywhere in the world quickly and easily, to get consults from colleagues, facilitate treatment, order supplies 'on the fly' and also help victims report back to families. The solution from Business Mobility Systems and Ingate worked immediately.

Case Study - Turkish Petroleum
"With one Ingate at the customer headquarters, all of their remote workers can enjoy the benefits of Turkish Petroleum's IP-PBX from anywhere in the world.

Case Study - GCM
"The Ingate solution overcomes the NAT traversal hurdle and makes it possible to connect customers to our VoIP service, without the need of costly leased lines or support intensive VPN tunnels.

Case Study - Kool Smiles
"Ingate's solutions provide the advanced level of security necessary for this medical environment and the tools to make the interface to the service provider hassle-free."

Case Study - NMSAS
"This solution really saved the day for us," said Paul Mercier, IT Administrator, NMSAS. "We needed to leverage SIP trunks to reduce costs, and they had to work with our existing Microsoft OCS investment."

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?

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

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

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.