i-Energizer Chooses Aspect Unified IP- Advanced List Management

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimisation, and back-office solutions, has announced that i-Energizer a BPO in India has chosen Aspect Unified IP- Advanced List Management a comprehensive set of feature rich enhanced contact list management tool for outbound dialling operations harnessing the power of real-time data capabilities with the power of software.

The Aspect solutions adopted by i-Energizer include Aspect Unified IP 7.1 - Advanced List Management which is currently being deployed at Gurgaon, their corporate HQ. Aspect Unified IP Advanced List Management will give i-Energizer to easily develop, deploy and analyse sophisticated contact strategies across single or multiple diallers to increase contact success rates and optimise sales and/or collections productivity and results.

Guided by real-time business intelligence, Advanced List Management lets contact centre’s dynamically build high-yield campaigns using disparate host data sources, your customers’ interaction histories and complex business rules. With Advanced List Management, you can build intelligence into your contact lists and centralised campaign strategies. Key capabilities include:

• Scheduled downloads and uploads

• Interfaces with one or more host systems

• Schema processes to define the format of data from each host

• Host 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

• Call optimisation analysis that predicts the best phone number and hour of day to place calls and feeds this information into the calling strategy

Post-Implementation Benefits Include:

• Improved sales and/or collections productivity and results

• Increased contact success rates

• Quicker and easier access to comprehensive list performance statistics

“Today as the outbound customer contact continues to shrink, the emergence of proactive customer care is the new name for customer service differentiation (CSD). As an international BPO we provide host of solutions such as debt collections, sales and fulfillment, market research to name a few with focus on staying ahead of the game or changing the game to deliver CSD. Aspect has been a great partner for us and solutions like Advanced List Management form a perfect balance between containing costs and delivering value through a highly Differentiated customer experience,” said Adarsh Kumar, COO, i-Energizer