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Aspect Software Customer Dialog Direct Increases Agent Efficiency With Aspect Workforce Management

Companies mentioned in this article: Aspect Software

PHOENIX, AZ--(Marketwired - August 12, 2014) -

  • Aspect Workforce Management 8.0 replaces NICE solution at Dialog Direct
  • Solution ensures every employee and supervisor is productive, engaged and delivering an exceptional customer experience
  • Provides visibility into needs that increase engagement of customer service advocates, leading to a better customer experience, and lower operational cost 

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced Dialog Direct, formerly NOVO 1 contact centers, a leading provider of end-to-end marketing and customer engagement solutions, selected Aspect Workforce Management to ensure the highest workforce productivity with a modern, intuitive user interface, enabling the company to react in real-time to the changing demands of consumers. 

Due to NOVO 1's integration and rebranding as Dialog Direct, the company wanted all its contact center agents, customer service advocates, on the same workforce management software. NOVO 1 had been using Aspect Workforce Management while other Dialog Direct legacy companies had been using competitor software. The decision to choose Aspect was influenced by NOVO 1's long-standing relationship with Aspect, their success with the solution, and the reliability of Aspect's 24/7 support.

"We've been an Aspect customer for years and when it came time to integrate NOVO 1 and Dialog Direct technology and workforces, we knew we wanted to keep Aspect's Workforce Management solution," said Myra Nunez, Director Workforce Management at Dialog Direct. "We're especially excited about the new capabilities that Workforce Management 8.0 will bring. With the new user interface our customer service advocates have the opportunity to become more engaged with the technology and we anticipate that morale and productivity will improve from the simplification of tasks and assignments."

"Dialog Direct understands the importance of a fully engaged workforce. Their customer service advocates are the face of the brand as they are usually the first point of contact a consumer has with a company. Happy agents lead to happier customers, ultimately improving customer retention, brand loyalty and the overall customer experience," says Spence Mallder, Senior Vice President, General Manager of Workforce Optimization at Aspect. "Our focus is to provide the solutions to allow contact center agents to feel more effective and empowered when interacting with customers." 

About Dialog Direct
Dialog Direct is a leading provider of end-to-end marketing and customer engagement solutions that create WOW experiences between brands and their business and consumer customers. We specialize in customer insight, digital and direct marketing, eCommerce and fulfillment and customer service and sales to enhance each stage of the customer life cycle and build long-term customer relationships. To learn more, visit: http://www.dialog-direct.com/

About Aspect
Aspect's fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world's most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

Aspect, the Aspect logo, 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:

Tim Dreyer
+1 630 227 8312
tim.dreyer@aspect.com