CHELMSFORD, Mass., 30 April 2007—Aspect Software, Inc., the world’s largest company solely focused on the contact center, announced today that Residential Credit Solutions, Inc., a residential mortgage loan service provider, is enhancing its contact center infrastructure by implementing the Asterisk Business Edition™ internet protocol (IP) private branch exchanges (PBX) across its corporate headquarters in Ft. Worth, Texas and its future regional office in Los Angeles. Residential Credit Solutions (RCS) will interoperate the Asterisk Business Edition with its unified IP contact center platform, Aspect® EnsemblePro™, to manage its collections and customer service interactions.
Aspect Software is implementing and supporting the Asterisk Business Edition from Digium - a professional-grade version of the industry’s first open source IP PBX - for customers of its Unified and Signature product lines. For the Residential Credit Solutions implementation, the Aspect Software packaged offering includes: Asterisk Business Edition licenses, SIP phones, and IP gateways, interoperability with Aspect EnsemblePro, installation and deployment, as well as post-deployment support.
“Implementing the open source VoIP capabilities of Asterisk Business Edition gives us dollar savings that will enable us to invest elsewhere in the business, allowing the company to provide a better customer experience,” said Mark Rogers, executive vice president at Residential Credit Solutions, Inc. “The current mortgage environment requires increased awareness of our borrower’s individual situation. The ability to deliver calls to RCS specialists’ trained to work with our customer in developing a solution tailored to fit their individual need is an essential component. The combination of Aspect EnsemblePro with Asterisk Business Edition is going to allow us to do that very successfully.”
Asterisk Business Edition and Aspect EnsemblePro will enable Residential Credit Solutions to efficiently manage and route customer calls to the most appropriate contact center groups, based on the appropriate customer process – customer service or collections. The collections calls will be further segmented by early vs. late stage collections and routed to the most appropriate agent.
Based on the Asterisk open source PBX, the Asterisk Business Edition IP PBX provides tested reliability of critical functions and features and includes support and full documentation. It provides Residential Credit Solutions with the same call handling capabilities expected of closed PBX systems, at a substantially reduced cost. Asterisk Business Edition will be used to support 100 of Residential Credit Solution’s business and contact center subscribers.
A unified solution that provides full contact center capabilities, Aspect EnsemblePro allows Residential Credit Solutions to:
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Blend inbound and outbound calls. Using the automatic call distributor functionality, agents can manage inbound calls for loan applications or other related customer service inquiries, or via the predictive dialer, conduct outbound collections calls. Blending increases agent productivity and provides a better customer experience because administrators can easily make dynamic changes to system settings like call flows or agent properties, as they manage contact center service levels.
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Create outbound messaging. Through the voice portal capabilities and the predictive dialer, Residential Credit Solutions can provide outbound messaging to customers to help manage early stage collections. The voice portal also provides the functionality to help route inbound calls by gathering customer information, as well as offers basic account information to customers.
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Deliver quality monitoring. The quality management capabilities will ensure that agents are providing the highest level of service and help identify areas where agents can potentially improve.
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Generate unified reporting and centralize administration. Allows Residential Credit Solutions to have a complete view of the performance of the contact center to help create a more consistent experience.
“Over the last several months, we had heard a lot of very positive things about Aspect Software and its offerings. That reputation, combined with our own previous experience with other vendors, helped us realize there was only one way to go,” said Rogers. “Aspect provided the most comprehensive, cost-effective solution that will enable us to grow our business.”
“More and more companies, like Residential Credit Solutions, are seeing the value of open source IP PBX. They recognize that they can get the same service with Asterisk at a significantly reduced cost, allowing them to make more strategic investments in their business,” said Ralph Breslauer, executive vice president of sales and marketing, Aspect Software. “The real value is the tight interoperability between the Asterisk solution and Aspect EnsemblePro, enabling them to provide the highest level of service, which is a huge differentiator in the highly competitive mortgage and loan servicing industry.”
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 SIP-based voice over Internet protocol (VoIP).
About Residential Credit Solutions, Inc.
Residential Credit Solutions is an integrated residential mortgage investment and servicing company focused on credit-sensitive and servicing-intensive mortgage assets. The company is headquartered in Fort Worth, TX and also has substantial operations in Los Angeles, CA. For more information about Residential Credit Solutions, call (866) 317-0012.
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 campaign management applications. And, its pioneering Unified IP Contact Center product line delivers a comprehensive, multichannel solution. 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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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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