February 05, 2013
Aspect Software Partners with Back Office Optimization Company eg
By Colleen Lynch
Aspect (News - Alert) Software has partnered with the back office optimization expert eg solutions, plc. The two companies entered into an equity partnership agreement, providing Aspect exclusive distribution rights to eg’s products and services, pertaining only to the regions of the Americas and the Asia Pacific.
As for Europe, the Middle East and Africa, the agreement also formalizes the partnership model for both companies to address those customers too.
Aspect’s forte is workforce management, so partnering with eg allows the company to ensure its already successful business practices are optimized to improve the total customer experience.
Donna Fluss, president of DMG Consulting and contact center and back office industry analyst, explained just what brought eg and Aspect together, saying, “As the number of back office workers continues to grow in organizations, managers are being asked to improve productivity, cut costs, optimize employee utilization and reduce risk, while at the same time improve the customer experience. Back office workforce optimization (WFO) suites have emerged in the last two years to assist enterprises with this challenge.”
According to Fluss, the recognition of this challenge and the market’s need for a solution inspired eg and Aspect to team up.
“The market is looking for a single solution to optimize the many different resources and tasks that affect customers directly or indirectly. Aspect will now be able to seamlessly orchestrate the people and processes that flow within and between the back office and front office to optimize how service is delivered,” added Spence Mallder, SVP and general manager of Aspect’s workforce optimization division, as well as CTO for the company.
As for eg’s strengths, Mallder said “eg’s domain expertise in the back office along with the most open and flexible work distribution solution on the market made them a natural strategic partner for Aspect.”
Elizabeth Gooch, CEO of eg, expressed her company’s positive outlook for the agreement, saying “We’re very enthusiastic about the joint solution this partnership will bring to the market.”
This joint solution will help customers save in multiple ways, by minimizing repeat calls for the contact center that arise from back office inefficiencies, and by decreasing the costs involved in unforeseen errors, lags, and inefficient utilization of back office resources.
In addition, the companies’ working together will provide complete management of back office knowledge, workers and output against KPIS, and will automate common processes to enforce best practices in every sense.
In general, what makes the partnership the ideal, said Mallder, is, “The complementary software and expertise of eg and Aspect create a very powerful process optimization solution that efficiently delivers a cohesive, customer-delighting service experience.”
Edited by Rachel Ramsey