Aspect Customer Looks to Improve Customer Experience with Quality Management in the Contact Center

CHELMSFORD, Mass. — Aspect, a global provider of unified communications (UC) and collaboration services and software, today announced NV Energy, an electric company, is deploying Aspect’s quality management capabilities in two contact centers in Northern and Southern Nevada. PerformanceEdge® Quality Management replaces the company’s existing quality management systems, enabling them to reduce regulation compliance overhead costs.

Following deployment, NV Energy will complete a multisite deployment that allows them to maintain the individual requirements at each contact center site with a centralized administrative capability enabling them to maintain the recordings in one location.

Prior to implementation of the Aspect quality management capabilities, the company was mainly providing inbound customer service, had limited call recording and they weren’t able to leverage outbound call recording. The company has recently begun implementing outbound dialing and with the new call recording capabilities from Aspect, 100 percent of their calls are recorded including outbound.

“It will provide significant value for a company like NV Energy to move to a platform that allows them to improve productivity and to take advantage of a number of new capabilities within their organization to provide greater service to their customers,” said Mike Sheridan, executive vice president of Global Sales at Aspect. “We know that many of our customers have benefitted from Aspect’s quality management capabilities and that it can positively impact quality and compliance, and we know we can help NV Energy’s experience similar benefits.”

Following implementation, the company will be focused on using the recordings to identify areas where they can enhance the overall customer experience, as well as identify opportunities for improved efficiency. They expect to see decreased costs from maintaining the previous systems, as well as see improvements in quality and compliance.

PerformanceEdge Quality Management, available through the Productive Workforce unified communications application for the contact center, offers full-time call recording, speech analytics, quality monitoring and coaching capabilities to help contact centers improve their customer facing business processes meet regulatory requirements and mitigate risks.

About Aspect
Aspect is a global software and IT services firm specializing in applying Microsoft unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com.

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