Unique eBay Consignment Service Selects Aspect for Rapid Deployment of State-of-the-Art Customer Service Program
SAN JOSE, CA. -- April 14, 2005 -- Aspect Communications Corporation (Nasdaq: ASPT) a leading provider of enterprise customer contact solutions, today announced that when AuctionDrop(TM) was under the gun to go live in one month with a call-handling system to support the extension of its services across 3,800 locations in the United States, it chose the Aspect® Iphinity Call Center solution.
AuctionDrop is the first retail company dedicated to providing a simple, fast and convenient way to sell goods on eBay®. Consumers drop off items, and AuctionDrop then manages the entire sales process, including photography, listing, handling, payment, shipping and returns -- all while providing exceptional customer service.
"Out of all such systems I've ever used in my 25 years in this industry, Aspect has always been superior, and this was no exception," said Paul Vaillancourt, vice president of customer service and operations at AuctionDrop. "With everything we had going on in such a hectic start-up environment, the one thing we never had to worry about was the contact center technology from Aspect. The implementation was smooth and quick -- complied with our tight timeframe requirements -- and the routing, reporting, flexibility and scalability met all of our needs."
Starting off with 45 contact center agents, AuctionDrop expects to more than double its customer service operations within the year. Thus, scalability is a critical qualification for the Aspect solution, which includes software, hardware, phone sets, administration, real-time and historical tools, implementation, training services and technical support.
Featuring an easy-to-use graphical interface, the Aspect Iphinity Call Center routes calls based on customer data, number dialed, caller choice options, agent skill sets and estimated wait time. The technology also supports combined PSTN and IP connectivity, so businesses can further reduce costs by routing voice over IP to agents anywhere, while still leveraging their investments in traditional voice infrastructure.
"We wanted to be able to handle different types of calls from store employees, the sellers, the buyers, the prospects and track everything, while accommodating special events like marketing campaigns on the fly," said Vaillancourt, who proceeded to describe one such successful campaign during which AuctionDrop asked viewers of its live TV show to call in and guess the total sales price of all auctioned items to win a $1,000 prize. Hundreds of calls came in within the next 30 minutes, and the Aspect solution handled them seamlessly.
"AuctionDrop pioneered the eBay drop-off concept, which required an innovative solution that would fill its contact center needs today and still accommodate growth," said Brian Gentile, senior vice president and chief marketing officer at Aspect. "The Aspect Iphinity Call Center is ideal for companies such as AuctionDrop, which need to rapidly deploy a quality customer service program and have the ability to expand it seamlessly over time."
The Aspect Iphinity Call Center is built to meet the requirements of contact centers that need world-class functionality without high cost and complexity. The solution, which is CTI-ready, includes software that enables developers to add screen pop, data-directed routing and other functionality to call flows for reducing call queues and talk time and giving agents information they need to deliver personalized customer care.
About Aspect Communications
Aspect Communications Corporation is a leading provider of contact center solutions and services that enable businesses to manage and optimize customer communications. Aspect's global customer base includes more than two-thirds of the Fortune 50 and leading corporations in a range of industries, including transportation, financial services, insurance, telecommunications, retail and outsourcing, as well as large government agencies. The company's leadership is based on two decades of expertise. Aspect is headquartered in San Jose, Calif., with offices in countries around the world.
Comments