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by: JohnPendergast3 1444 of 1444
Tuesday March 30, 4:03 pm Eastern Time
Company Press Release
UK Post Office Selects Aspect Telecommunications to Develop and Implement Customer Contact Strategy
UXBRIDGE, United Kingdom--(BUSINESS WIRE)--March 30, 1999--Aspect Telecommunications (Nasdaq:ASPT - news), a leading supplier of customer relationship solutions, today announced that the Aspect Global Solutions Services consultancy has been retained by the Post Office in the United Kingdom to help develop and implement its customer contact strategy.
The ongoing relationship, which will last until at least 2001, involves Aspect's advising, implementing and supporting changes to provide the Post Office with ''centers of excellence'' for customer service. The improvements resulting from this partnership will allow the Post Office to focus clearly on customer requirements and further increase its efficiency within an increasingly competitive marketplace.
During the first stage of this partnership, two customer contact centers have been upgraded in order to increase productivity and enhance the Post Office's relationship with customers. The first of these installations, based near Sunderland, is used by Subscription Services Ltd (SSL), the telebusiness division of the Post Office. This center handles public inquiries coming from Royal Mail, Post Office Counters and Parcelforce Worldwide, as well as customer calls for private sector companies in the home shopping, finance and utilities industries.
The second contact center, based in Plymouth, will handle inquiries about postcodes, costs and special services offered by the Post Office. Aspect has implemented an integrated voice response (IVR) system that allows the customer choice menu to be either partly or fully automated. The centers are also fully enabled with computer-telephony integration (CTI), which will allow agents to quickly provide callers with relevant information.
Barbara Neilson, head of supply strategy, technology and information systems for the Post Office, explains why they entered into partnership with Aspect. ''Aspect's proven track record demonstrates that it has both the technology and the consultancy expertise to support our business aims,'' she explained. ''We have been working closely with Aspect Global Solution Services to plan our contact center strategy to make sure we provide the highest possible level of customer service. It is Aspect's commitment to work in partnership with the UK Post Office and their holistic vision of the customer contact center that sets them apart.
Aspect Telecommunications Corporation is a leading supplier of customer relationship solutions, which enable companies in a broad array of industries worldwide to provide best-of-class services to their customers. Aspect provides an integrated family of enterprise software application suites, application services and tools, mission-critical platforms and comprehensive professional services. Founded in 1985, the company is headquartered in San Jose, California, with offices in major cities around the world. The UK office is based at 2 The Square, Stockley Park, Uxbridge, Middlesex, UB11 1AD. For more information about Aspect, call 1-800-226-8441 in the US or 0181 589-1000 in the UK.
Note to Editors: Aspect and the Aspect logo are trademarks or registered trademarks of Aspect Telecommunications Corporation in the United States and/or other countries. All other product or service names mentioned in this document may be trademarks of the companies with which they are associated.
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Contact:
Aspect Telecommunications
Cynthia Holladay, 408/325-2136
cynthia.holladay@aspect.com
or
Aspect Telecommunications
Catherine Bremner, 0181 589 1114
catherine.bremner@aspect.com
or
Berkeley PR
Emma Coop, 01189 882992
emma@berkeleypr.co.uk
Company Press Release
UK Post Office Selects Aspect Telecommunications to Develop and Implement Customer Contact Strategy
UXBRIDGE, United Kingdom--(BUSINESS WIRE)--March 30, 1999--Aspect Telecommunications (Nasdaq:ASPT - news), a leading supplier of customer relationship solutions, today announced that the Aspect Global Solutions Services consultancy has been retained by the Post Office in the United Kingdom to help develop and implement its customer contact strategy.
The ongoing relationship, which will last until at least 2001, involves Aspect's advising, implementing and supporting changes to provide the Post Office with ''centers of excellence'' for customer service. The improvements resulting from this partnership will allow the Post Office to focus clearly on customer requirements and further increase its efficiency within an increasingly competitive marketplace.
During the first stage of this partnership, two customer contact centers have been upgraded in order to increase productivity and enhance the Post Office's relationship with customers. The first of these installations, based near Sunderland, is used by Subscription Services Ltd (SSL), the telebusiness division of the Post Office. This center handles public inquiries coming from Royal Mail, Post Office Counters and Parcelforce Worldwide, as well as customer calls for private sector companies in the home shopping, finance and utilities industries.
The second contact center, based in Plymouth, will handle inquiries about postcodes, costs and special services offered by the Post Office. Aspect has implemented an integrated voice response (IVR) system that allows the customer choice menu to be either partly or fully automated. The centers are also fully enabled with computer-telephony integration (CTI), which will allow agents to quickly provide callers with relevant information.
Barbara Neilson, head of supply strategy, technology and information systems for the Post Office, explains why they entered into partnership with Aspect. ''Aspect's proven track record demonstrates that it has both the technology and the consultancy expertise to support our business aims,'' she explained. ''We have been working closely with Aspect Global Solution Services to plan our contact center strategy to make sure we provide the highest possible level of customer service. It is Aspect's commitment to work in partnership with the UK Post Office and their holistic vision of the customer contact center that sets them apart.
Aspect Telecommunications Corporation is a leading supplier of customer relationship solutions, which enable companies in a broad array of industries worldwide to provide best-of-class services to their customers. Aspect provides an integrated family of enterprise software application suites, application services and tools, mission-critical platforms and comprehensive professional services. Founded in 1985, the company is headquartered in San Jose, California, with offices in major cities around the world. The UK office is based at 2 The Square, Stockley Park, Uxbridge, Middlesex, UB11 1AD. For more information about Aspect, call 1-800-226-8441 in the US or 0181 589-1000 in the UK.
Note to Editors: Aspect and the Aspect logo are trademarks or registered trademarks of Aspect Telecommunications Corporation in the United States and/or other countries. All other product or service names mentioned in this document may be trademarks of the companies with which they are associated.
--------------------------------------------------------------------------------
Contact:
Aspect Telecommunications
Cynthia Holladay, 408/325-2136
cynthia.holladay@aspect.com
or
Aspect Telecommunications
Catherine Bremner, 0181 589 1114
catherine.bremner@aspect.com
or
Berkeley PR
Emma Coop, 01189 882992
emma@berkeleypr.co.uk
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