CHELMSFORD, MA -- 09/10/08 --
The PerformanceEdge Group of Aspect
Software, Inc., the world's largest company solely focused on unified
communications for the contact center, today announced that Peak5, a
privately held loan servicing provider, has reduced call abandonment from
10 to three percent and improved overall customer satisfaction by
implementing
PerformanceEdge workforce
management in its contact center.
"Loan servicing is a competitive industry where customer care and
collections initiatives are critical to success. Aspect understands this
and has helped us manage our contact center for improved productivity and
job satisfaction. Aspect eWorkforce Management has made a huge impact
throughout our contact center," said Bill Heep, Assistant Vice President of
Loan Servicing at Peak5. "Everything has been working smoothly, down to the
agent training on the new applications, which only takes a short half-day,
as well as the follow-on service."
Peak5 is utilizing the capabilities of Aspect eWorkforce Management and the
Empower and Perform enhancement packages to help their multiskill and
multichannel contact centers accurately plan, manage and optimize
performance. The company also is leveraging the Real-Time Adherence
capability of the solution to help contact center managers and supervisors
monitor agents' schedule adherence in real time. In addition, with
PerformanceEdge, Peak5 is automating the schedule change and notification
process, enabling agents to view their work schedules and easily request
shift changes, vacations, and other schedule adjustments.
"Workforce management applications can make a big difference in an
organization's customer service and its overall business processes. The
results that Peak5 has seen are a great example of the value that workforce
management can provide," said Bob Kelly, Vice President of the
PerformanceEdge Group at Aspect Software. "We look forward to continuing to
support Peak5's efforts and business objectives by providing enhanced
capabilities and services that will make a positive impact on the bottom
line and provide its customers with a truly unique experience."
Read the case study for more information about Peak5's implementation
of PerformanceEdge - Aspect eWorkforce Management.
About Peak5
Headquartered in Centennial, CO and currently employing approximately 250
talented associates, Peak5(TM) provides flexible and dynamic third-party
receivable management solutions for the financial, health care, student
loan, and credit card industries including loan servicing, collections,
payment processing, and remarketing. Industry experience, coupled with
state-of-the-art technology, credit and behavioral scoring models,
portfolio reporting methods, and other client tools deliver the leadership
and support clients desire for the management of their portfolios. For more
information about Peak5(TM), visit www.peak5.com.
About PerformanceEdge
PerformanceEdge combines workforce management, recording and quality
management, performance management, campaign management, and coaching and
eLearning to enable organizations to holistically respond to changing
business conditions. The PerformanceEdge applications dynamically
interoperate to help contact center managers consider everything and act
immediately, ultimately making it easier for inbound, outbound and blended
contact centers to control costs, enhance service levels and align
performance with strategic goals. For more information, visit
www.performanceedgesuite.com.
About Aspect Software
Aspect Software Inc. founded the contact center industry and is now the
world's largest company solely focused on unified communications for the contact
center. Our all-in-one, IT-ready solutions communications-enable
customer service, collections and sales & telemarketing business processes
for small and medium enterprises as well as for two-thirds of the FORTUNE
Global 100. For more information, visit www.aspect.com.
Aspect, PerformanceEdge, eWorkforce Management and Aspect Software are
either trademarks or registered trademarks of Aspect Software, Inc., in the
United States and/or other countries. The names of other companies and
products mentioned herein may be the trademarks of their respective owners.
Contact:
Jen Tatro
630-227-8191
Email Contact
