National wireless carrier improves overall business process

Cellular One, one of North America’s largest regional cellular companies, has incorporated the full Aspect suite of products to improve operational efficiency and the overall customer experience.

Cellular One recognised opportunities to increase efficiency and improve the customer experience with Aspect’s unified interaction management and workforce management solutions. Aspect Unified IP is the next-generation customer contact solution that unites inbound, outbound, voice portal, Internet contact, multichannel self-service and proactive contact capabilities, as well as unified communications and collaboration functionality. Productive Workforce unites workforce management, performance management and quality management.

The company is now able to intelligently route calls, provide customer self-service, automate outbound dialling, provide virtual unification and segmentation, as well as utilise quality management through Aspect Unified IP.  Through new self-service and one-on-one assistance with subject-matter experts, both customers and agents have more options. Agents and supervisors are more hands-on with scheduling and understanding the quality of their work and they can also facilitate post-call surveys to understand exactly how they are performing with customers.

“Providing exceptional service is a key part of the Cellular One value offering,” says Matt Roskuski, Senior VP of Sales and Operations for Cellular One. “Aspect’s interaction management and workforce management solutions have helped us do exactly that. The Aspect solution and support team have exceeded our expectations.”

“Customers like Cellular One are a great example of how organisations that had been operating with legacy technology can transform their customer experience while reducing total cost of ownership by utilising next-generation customer contact solutions. It allows companies to explore new technologies and implement new ways of doing business,” said Chris Koziol, President and General Manager of the Interaction Management division at Aspect. “We look forward to working with the Cellular One team to continue to deliver innovative ideas and a differentiated customer experience.”