Aspect Scheduled Callback Makes 'Callbacks' More Convenient
Wednesday, February 26, 2003
Aspect Scheduled Callback Makes 'Callbacks' More Convenient
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Aspect Communications Corporation (Nasdaq: ASPT), a provider of
enterprise customer contact solutions, today announced the UK release of
Scheduled Callback, the industry's first customer callback technology to make
use of workforce management capabilities.
Using Aspect Scheduled
Callback, customers that are waiting in a call queue to be answered can opt to
leave the queue (at the touch of a single button) and request that the call
centre calls them back at a time that best suits them.
Scheduled
Callback requests are then analysed using Aspect eWorkforce Management software
along with other call volume, call type, staff preference, staff skill and other
service data to ensure that agents are available to meet these callback
requests. Based on this analysis, the system offers callers various callback
times based on business rules that that involve estimated wait time, staff
schedules and service level parameters.
Customers make their selection
by pressing appropriate buttons on their telephony keypads. They can either
choose from available callback times in the near term or select a preferred
period (and the system will pinpoint a suitable time). Callbacks can also be
initiated from a Web page. In this way, companies are able to create more
reliable staffing schedules to meet call back requests, ensuring contact centres
are neither over or understaffed for handling outbound and inbound
communications.
"Saddletree Research views the availability of
Scheduled Callback as a highly desirable upgrade to Aspect's installed base of
eWorkforce Management users and an attractive incentive to install Enterprise
Contact Server to those customers who have not already done so," said Paul
Stockford, president and chief analyst at Saddletree Research. "As the
holder of the majority of sites in the installed base of workforce management
sites, Aspect has a strong incentive to continue to provide innovations such as
Scheduled Callback in order to retain its number one position."
