March 31, 2010
NV Energy Deploys Aspect's Quality Management Capabilities in Two Contact Centers
By Anshu Shrivastava
Aspect, a global software and IT services firm, announced that electric company NV Energy is deploying its quality management capabilities in two contact centers in Northern and Southern Nevada.
PerformanceEdge (News - Alert) Quality Management is replacing NV Energy’s existing quality management systems. Company officials said that this will enable them to reduce regulation compliance overhead costs.
Available via the “Productive Workforce” unified communications application for the contact center, PerformanceEdge Quality Management offers full-time call recording, speech analytics, quality monitoring and coaching capabilities to contact centers.
Prior to deployment of the Aspect (News - Alert) quality management capabilities, the company was mainly providing inbound customer service. In addition, it had limited call recording and they weren’t able to leverage outbound call recording, according to company officials.
Recently, NV Energy begun implementing outbound dialing and with the new call recording capabilities from Aspect, 100 percent of their calls are recorded including outbound.
After the deployment, NV Energy is expected to complete a multi-site deployment, enabling them to maintain the individual requirements at each contact center site with a centralized administrative capability. Company officials said that this allows them to maintain the recordings in one location.
Additionally, the company now expects to focus on using the recordings to identify areas where they can enhance the overall customer experience, and also identify opportunities for improved efficiency.
“It will provide significant value for a company like NV Energy to move to a platform that allows them to improve productivity and to take advantage of a number of new capabilities within their organization to provide greater service to their customers,” said Mike Sheridan (News - Alert), executive vice president of Global Sales at Aspect. “We know that many of our customers have benefited from Aspect’s quality management capabilities and that it can positively impact quality and compliance, and we know we can help NV Energy’s experience similar benefits.'Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Marisa Torrieri