Workforce Optimization Redefined with Microsoft Dynamics CRM for Aspect Unified IP
December 17, 2012
By Mini Swamy, TMCnet Contributor
What can a versatile collaborative customer approach do when combined with an equally potent unified interaction management solution? Look at health and long-term care risk management company LifePlans if you really want to know.
LifePlans, which assists long-term care insurers to manage risk through innovative, evidence-based solutions, was apparently struggling with the challenges posed by a large client base and a fragmented infrastructure when it came across Microsoft (News - Alert) Dynamics CRM for Aspect Unified IP, an example of next-generation customer contact innovation at its best, according to officials.
Microsoft Dynamics CRM for Aspect (News - Alert) Unified IP provides clients with a complete 360 degree view of customer interactions, contact opportunities, contact control and synergies with Microsoft tools, ensuring agent empowerment and workflow automation.
By selecting the solution that so successfully integrated disparate technologies, LifePlans better positioned itself to provide superior support for better customer experiences and business outcomes.
This was because Aspect claimed to know exactly how to leverage the strength of Microsoft Dynamics CRM and create a truly complete and holistic view of the customer's experience, making it possible to bring information and people together to effectively collaborate and customize their desired capabilities.
"This versatile foundation, created by optimizing LifePlans' current technology investment, should provide LifePlans new levels of cost savings, productivity and business efficiencies that will help LifePlans' customer value and foster long-term loyalty," said Chris Koziol, president and general manager, interaction management division at Aspect.
Aspect Applications Foundation and the versatility of Microsoft's CRM platform combined to enable organizations and their agents bring their own experience to the call center, helping them speed issue resolution and improve interaction quality and outcomes.
Steve McIsaac, vice president of Information Technology at LifePlans noted that the transition to the unified solution was seamless because Aspect used a structured process for implementation that was a perfect fit for the company.
Aspect Software, a provider of customer contact and enterprise workforce optimization, has recently introduced Workforce Management 7.5, an integrated workforce management (WFM) product and a new iteration of the Workforce Management 7 platform. WFM 7.5 helps companies improve the customer experience by creating a streamlined work environment for contact center agents.
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Edited by Rachel Ramsey