Date: 4/24/2013, Chelmsford, Massachusetts
- Cellular One presented with a Bronze Stevie® Award in the Best Use of Technology in Customer Service Category
- 40% reduction in call volume gives agents more time with customers
- Aspect’s Unified IP® and Productive Workforce™ solutions drive operational efficiency
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced that its customer, Cellular One, one of the largest regional wireless carriers in the U.S., was presented with a Bronze Stevie® Award in the Best Use of Technology in Customer Service Category in the annual Stevie Awards for Sales & Customer ServiceSM.
The Stevie Awards for Sales & Customer Service are the world’s top sales awards, contact center awards, and customer service awards. The Stevie Awards organizes several of the world’s leading business awards shows including the prestigious American Business AwardsSM and International Business AwardsSM.
“We’re honored to be presented with a Stevie Award in the customer service category. It’s exciting to see the success of our efforts in providing personalized customer experiences recognized,” said Matt Roskuski, senior vice president of sales and operations, Cellular One. “We value our relationship with Aspect Software and appreciate that their solutions have made it possible for us to increase the quality of our customer experience through a fully-integrated interaction and workforce optimization platform. We’ve have already seen a 40 percent reduction in call volume, which we attribute in large part to the around-the-clock self-service voice portal. Also, with fewer, more selectively-delivered calls, our agents are better able to focus on adding value to every interaction, so the experience is much better all around – for our customers, our agents and our other employees.”
Cellular One’s priority was to obtain a complete, single-platform solution that could flexibly and cost-effectively deliver a much enhanced customer experience starting with greatly-improved resolution times which necessitated, among other things, automated, intelligent call routing. The company also wanted to give their customers the option to resolve issues through a self-service voice portal available 24/7. These improvements would reduce call volumes while decreasing needless call transfers, giving the most qualified agents more time to resolve issues to the complete satisfaction of the customer.
Cellular One employees feel more empowered now because the Aspect solution has given them the tools they need to continually increase their knowledge which translates into better customer interactions and relationships.
To boost collections results, automated, intelligent outbound dialing would be essential to drive more productive campaigns. Recording of all inbound and outbound calls was needed to relieve supervisors of their time consuming, in-person monitoring duties while better assuring continuous quality improvement through agent coaching and training as circumstances warranted and time permitted.
Besides enabling inbound, outbound, voice portal, Internet contact, multichannel self-service and proactive contact, Aspect’s unified solution added workforce, quality and performance management capabilities.
With Aspect’s full suite of products, Aspect® Unified IP® and Productive Workforce™, Cellular One has been able to improve operational efficiency and the overall customer experience. By running more efficient, productive processes across all contact center sites, the Cellular One is now able to make the most out of the time spent with their customers. Only Aspect offered a fully-integrated interaction and workforce optimization platform that could seamlessly and profitably orchestrate people, processes and touch points to transform the Cellular One customer experience.
“Cellular One really understands the increasing importance of their contact center operations to their overall customer satisfaction initiatives,” said Chris Koziol, president and general manager of the Interaction Management division at Aspect. “This Stevie award exemplifies Cellular One’s strength and commitment to providing exceptional service to their customers. Aspect is very proud to have been an integral part of their continued success.”
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/sales.
About Cellular One
Cellular One is one of the largest and most successful regional wireless carriers in the United States, serving customers in Louisiana, Texas, and Montana. Cellular One is committed to providing great value and exceptional service for its customers. The Cellular One team of knowledgeable, experienced professionals is dedicated to serving customers and local communities in ways that far exceed their expectations. For more information, please visitwww.cellonenation.com.
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.