WESTFORD, Mass., 16 November 2006—Aspect Software, Inc., the world’s largest company solely focused on the contact center, announced today that CashCall, a finance lending company based in Fountain Valley, California, is increasing the size of its implementation of Aspect® EnsemblePro™. The decision to add significantly more seats of the product was based on the company’s tremendous growth over the last year, as well as its positive experience and great return on investment following the initial implementation of Aspect EnsemblePro. Within eight months of implementing the product, CashCall’s servicing costs, as a percentage of dollars collected, were reduced by 31 percent.
We recently expanded our services across the United States and we needed additional capacity in the contact center to help us reach our anticipated funding targets of more than $1 billion by next year,” said Louis Ochoa, vice president of loan servicing, CashCall. “Having used Aspect EnsemblePro and realizing a definite cost savings with the solution, it made sense for us to continue the relationship and add the additional seats to our contact center.”
Aspect EnsemblePro enables CashCall to blend inbound and outbound calls for its collections and customer service business processes. Using the automatic call distributor functionality, agents can manage inbound calls for loan applications. With the predictive dialer capabilities, the company can follow-up with outbound collections calls if loans become outstanding. Blending the calls enables CashCall to both increase agent productivity and provide a better overall customer experience because administrators can make dynamic changes to system settings like call flows or agent properties, as they manage contact center service levels. Agents can be moved to areas of greater need based on call volumes – either inbound customer service or outbound collections or a balance of both - ensuring that customers’ needs are quickly being met.
As part of their ongoing due diligence to ensure that their technology is still meeting the company’s strategic needs, CashCall conducted a head-to-head comparison of Aspect EnsemblePro and another vendor’s product using a group of their customer service agents.
“What we found was that the other vendor’s product couldn’t deliver,” said Ochoa. “The bottom line is, Aspect EnsemblePro is easy to use, we’ve seen a great ROI, and a lot of our agents have used Aspect products in previous jobs and are happy to be using them again. It made the decision very easy to add more Aspect EnsemblePro seats.”
“The merit of the unified solution is easily illustrated with customer examples like CashCall. Aspect EnsemblePro has made it easier for them to quickly ramp up their contact center as their business grows at such a fast clip,” said Ralph Breslauer, executive vice president of sales and marketing, Aspect Software. “For us, there is certainly no greater gratification than repeat business from customers because it means that, like CashCall, they are meeting their strategic customer contact objectives and seeing a solid return on investment. That is ultimately what Aspect Software is striving to achieve – providing our customers with solutions that offer real and meaningful value.”
Aspect EnsemblePro is a complete contact center solution that unites inbound, outbound and blended multichannel contact (voice, email, the web and fax), while also delivering voice portal, recording and quality management, and unified reporting and administration capabilities. Architected and built from the ground up to scale from 10 seat to thousands of seat contact centers, it incorporates a robust set of core features that support sophisticated contact strategies for both traditional voice and voice over Internet protocol (VoIP).
About CashCall
CashCall, Inc. is a consumer lending company that is revolutionizing the lending industry with its fully automated online lending program. Its state-of-the-art technology allows CashCall to wire loan proceeds directly into a customer’s bank account within hours of applying for a loan. Established in July 2003, CashCall is based in Fountain Valley, Calif. The privately held company offers loans to consumers in more than 46 states and its loan portfolio consists of approximately 119,000 loans for $435 million. More information about CashCall can be found at www.cashcall.com.
About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its trusted Signature product line offers automatic call distributors (ACDs), dialers, voice portals and computer telephony integration (CTI). The company’s leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and interaction optimization applications. And, its pioneering Unified IP Contact Center product line delivers a comprehensive, multichannel solution. Headquartered in Westford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.
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Note: Aspect, EnsemblePro and Aspect Software are trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. All other trademarks or trade names are the property of their respective owners.
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