Aspect Software recently announced that iEnergizer, a leading BPO in India has chosen its Unified IP 7.1 – Advanced List Management solution. The solution is being currently deployed at iEnergizer’s corporate head quarters in Gurgaon.
The solution will allow iEnergizer to develop, deploy and analyze sophisticated contact strategies across single or multiple dialers to increase contact success rates and optimize sales and/or collections productivity and results.
Leveraging real-time business intelligence, the solution allows contact centers to dynamically build high-yield campaigns using disparate host data sources, customers’ interaction history and complex business rules. Key capabilities include: the ability to scheduled downloads and uploads, interface with one or more host systems and schema processes to define the format of data from each host.
The Advanced List Management solution also allows hosting data mapping to customer record fields used within the system to define strategy rules (i.e., a field in the schema), disposition-based filtering of the data coming from or being uploaded to the host(s), uploading of specific dispositions to a given host system and call optimization analysis that predicts the best phone number and hour of day to place calls and feeds this information into the calling strategy.
“As an existing user of Aspect UIP we were absolutely delighted in terms of what it meant to transform and redefine our call center under a single, unified solution with full breadth of customer contact capabilities. But we weren’t satisfied and wanted to do more in order to generate the maximum return from your outbound calling efforts, by increasing our contact success rates and optimizing collections productivity. We turned to the experts and they had the apt solution for us. We are confident of achieving the ROI by leveraging powerful outbound campaign and list management capabilities that bolster collections strategies.” said, Jayant Goyal, CTO, iEnergizer.
“One of the greatest benefits for outbound contact centers with Advanced List Management is automation. With the ever increasing need for outbound contact center to adhere to stricter business rules and simultaneously increase sales and enhance collections results, Advanced List Management has evolved into a highly-desirable real-time business intelligence add-on tool with its innate capability to monitor a wide range of statistics and provide centralized record management functionality at an enterprise level,” said Sanjay Gupta, Managing Director India, SAARC and Middle-East, Aspect.
“Now with the Aspect Unified IP Advanced List Management in place, iEnergizer will not only be able to generate maximum return from outbound calling efforts, but also can both reduce dialer load and increase overall ROI for the total outbound program,” he added.
According to the company, post-implementation benefits would include improved sales and/or collections productivity and results, increased contact success rates and quicker and easier access to comprehensive list performance statistics.