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Derby Group Taps Aspect Call Center to Build Client du Telecom

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Derby Group Taps Aspect Call Center to Build Client du Telecom

October 07, 2015
By Casey Houser
Contributing Writer

Aspect (News - Alert) Software, a developer of customer engagement software, recently announced that it has been working with Derby Group to help one of Derby’s clients establish an automated contact center for debt recovery.

Derby, a group of businesses based in the United Arab Emirates, provides a number of services to its clients. On behalf of the specific client in question here, du Telecom, Derby sought out a contact center platform provider that could handle all manner of debt recovery. It found the Aspect Unified IP Contact Center, and with that software, du Telecom will be able to handle inbound and outbound calls and take advantage of call routing.

Ashok Kelyanpur, the founder and group CEO of Derby, provided a quote in Aspect’s announcement that highlights those product capabilities and notes the additional features Aspect offers.

“We were looking for a unified platform that allowed true blending of outbound and inbound calls with all modes of dialing vis-à-vis predictive, preview/time -preview, automatic, precision, blaster, as well as manual,” Kalyanpur said. “Further, we sought enterprise-wide visibility through centralized management and reporting.”

Image via Shutterstock

Bader Anwahi, the director of Enterprise Collections & Legal at du Telecom, further commented that Aspect’s product will help it begin to utilize big data and analytics as part of its operations.

Aspect Unified IP adds a number of features to du Telecom’s repertoire of tools. It can handle a number of communications channels including voice, email, Web chat, and social media. This means du Telecom will be able to interact with its customers on channels that match them best. Moreover, it will help the company automate its processes through the use of automatic call distribution where customers are placed with the proper agents.

The announcement indicates that du Telecom is still in the beginning stages of adopting the Aspect software. Although Anwahi proved optimistic in comments, there will be much work between the two as du Telecom gets established and moves forward with its new contact center.

Edited by Kyle Piscioniere

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