Amsterdam, 9 January 2008 - The PerformanceEdge Group of Aspect Software, the world’s largest company solely focused on the contact center, today announced its customer, ANWB (Royal Dutch’s Roadside Assistance Service), is implementing the workforce management capabilities of PerformanceEdge™ in its two contact centers. ANWB customers rely heavily on the company’s contact centers for many areas including emergencies, foreign support, commercial issues, publishing, travel operations, legal advice and insurance. The workforce management capability of PerformanceEdge will enable ANWB to better plan and manage the performance of its inbound, blended and outbound staff.
After an extensive independent evaluation to determine which workforce management product on the market would best suit the company, ANWB chose Aspect eWorkforce Management from PerformanceEdge because of the Aspect Software reputation, the product’s multichannel and multilingual capabilities, its ability to enable ANWB to improve the efficiency and productivity of its contact center employees, and to meet the business’s needs in the most flexible way.
“ANWB has been using Aspect Software products in its contact centers for quite some time and we are pleased they have chosen to expand their capabilities with us,” said David West, SVP Europe and Africa from Aspect Software. “The workforce management functionality of PerformanceEdge plays a key role in ANWB’s initiative to streamline processes and optimize people and other resources at its in-country contact centres and its emergency centre.”
The new ANWB emergency centre has been established in two locations to form one virtual integrated organization that includes:
The Assen operation - fields all emergency aid questions, most of which are handled via telephone, some by fax, mail and, in the future, they will also be handled over the Web.
The Hague operation - provides vehicle assistance (VHV) and person assistance (PHV). Requests and details are centrally controlled and fulfilled by internal resources or local partner companies.
Aspect® eWorkforce Management™ will be administered from both locations by five planning and forecasting specialists and approximately 25 supervisors. In addition, all employees will be able to access the system to control their own schedule preferences.
The implementation, being executed by Newtel Essence, a wholly owned subsidiary of KPN, is expected to be complete in the first trimester of 2008.
PerformanceEdge combines workforce management, performance management, quality management, and campaign management, as well as coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals.
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 pioneering Unified IP™ Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge™, the industry’s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching an eLearning applications. And, the company’s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, 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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Aspect, PerformanceEdge, eWorkforce Management 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.
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