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Stefanini Deploys Aspect Workforce Management Software
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Stefanini Deploys Aspect Workforce Management Software

October 16, 2014
By Jayashree Adkoli
TMCnet Contributor

In an effort to augment customers’ experience from its call centers, Stefanini, an IT services company specializing in IT infrastructure outsourcing and onsite managed services, has deployed Aspect (News - Alert) Software’s Workforce Management solution.

Aspect Software is a provider of fully integrated customer interaction management, workforce optimization, back-office and cloud solutions. Offering a complete suite of cloud, hosted and hybrid deployment options, it facilitates today’s contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences.

As a service-based company, Brazil-based Stefanini realized that first-class customer experience was key to sustain and grow in the dynamic services market. However, this could only be achieved with a flexible and a dynamic workforce management platform that helped employee and agents in the call center plan much more accurately.

In addition to managing offshore, onshore and nearshore IT services (like application development services, IT infrastructure outsourcing, systems integration, consulting and strategic staffing), it was also important for Stefanini to manage and keep up with high quality expectations from customers who are leveraging upon all its IT outsourcing services across 76 offices in 33 countries across the Americas, Europe, Africa, Australia, and Asia.

Above all, Stefanini's existing Workforce Management (WFM) platform needed much more upgrading with regard to multi-language support. For the reason that, the existing WFM did not have multi-lingual, while the company offered IT outsourcing services in a vast variety of languages.

With the deployment of Aspect's WFM, Stefanini not only improved its customer experience around the globe, but also realized significant cost-savings. In addition, Stefanini was also able to continue leveraging already existing Aspect contact center platform that integrated many years back, along with other customer contact solutions. Ultimately, this deployment helped Stefanini to cater to some of its specific and demanding business requirements.

Sources indicate that the Aspect WFM software improves agents' capabilities to handle customer contacts efficiently. Precisely, it connects right agent to right customers at the right time, automatically, thereby offering high level and consistent customer service as a result.

Elucidating how beneficial Aspect WFM is for Stefanini, Ruud Loppies, director, Benelux and Denmark, at Aspect Software, said in a statement that the platform offers detailed employee schedule planning that perfectly fits into the customer demands. This feature helps in allocating the right agent at the right time to help customers in the right way.

According to sources, Aspect's partner, the Customer Interaction Group delivers both Aspect contact center solution and Workforce Management software.

Edited by Maurice Nagle

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