Omni-Channel Customer Engagement Article

Direct Marketing Firm Taps Aspect for Cloud-Based Customer Service Solution

May 16, 2016

A new blog on the Aspect (News - Alert) website tells the story of how direct marketing company Resource One embraced the cloud and the benefits it’s enjoying as a result.

ResourceOne has been an Aspect customer for a decade, but until recently it relied on an Aspect on-premises communications solution. When it was time for ResourceOne to update its solution on this front, the company assessed what was available in the marketplace, and it again selected Aspect as its partner. However, this time ResourceOne opted to go with a cloud-based solution.

That solution is called Zipwire. It is a pure cloud, Saas-based contact center solution that offers simplicity in provisioning, support, and ongoing operations. It is designed to get a contact center up and running in hours.

Rosie Rickard, vice president of operations at ResourceOne, says this Aspect solution was a good match for the company, which takes several hundred calls a day for customer service and event registration for a wide variety of organizations.

She and others on the ResourceOne staff added that moving to the cloud enabled the company to realize cost savings, avoid the costs and hassles of on-site hardware and  system management, enjoy clearer call quality, lower its telephone bill, scale as needed, and have access to web chat and additional services it could offer to its client base. The Zipwire solution is also nice, ResourceOne added, because it logs the last few phone numbers of incoming calls, which prevents workers from having to search for those numbers later.

Waterfield Technologies, an Aspect partner offering voice and mobile solutions, helped ResourceOne test and stand up the Zipwire solution within 60 days.

Speaking of Aspect and customer the service, the company recently unveiled its new chatbot, Mila. The chatbot is designed for use by contact center agents and managers, who can call on her via voice or SMS to ask about their schedules or team members.

Edited by Maurice Nagle
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