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Aspect Unified IP to Help Clearanswer Improve Contact Handling Quality

By Mini Swamy
TMCnet Contributor

Clearanswer, one of the U.K.’s fastest growing contact center outsourcers, has selected Aspect (News - Alert) Unified IP as its key strategic contact center technology platform to ensure the success of its ambitious growth plans.

“Clearanswer is rapidly establishing a name for service excellence, great sales and customer service results in the highly competitive outsource marketplace,” said Mark King, senior vice president, Europe and Africa, Aspect, in a press release.

Aspect Unified IP is an integrated Internet Protocol contact center suite of applications that is expected to support Clearanswer's inbound and outbound services.

According to Clearanswer Director Steve Dunk, the advanced inbound/outbound functionality of the Aspect Unified IP platform, and in particular its skills-based routing capabilities, has played a major role in improving contact handling quality over the past two years.

Dunk believed that the technically excellent platform offered many features that other suppliers in the marketplace failed to provide, making Aspect a natural choice for Clearanswer. Further, a mutually beneficial relationship had emerged with the Aspect team, which had been supportive and highly responsive to company-specific needs.

The company stated that several key capabilities of the Aspect platform appear to have benefited Clearanswer as it was well positioned to prioritize and intelligently route callers to available agents, report on all inbound contacts, deliver automated predictive outbound contact service, record and analyze customer contacts for quality and compliance and fully or partially automate interactions.

Going forward, Clearanswer is looking to expand its multichannel services through SMS, e-mail and also take advantage of its extensive multi-channel contact handling abilities.

In addition, the company has purchased 40 additional licenses of Aspect's unified contact platform, taking Clearanswer's investment in to 250 agent positions, with 50 of those licenses being blended agents.

Recently, in August, 2011, Aspect announced the availability of Aspect Social Media Channel Integration to help businesses turn social media engagements into productive customer dialogues that create a positive experience and deliver significant business value.