Prime Teleconnect, a provider of hosted contact center services, is reportedly adapting Aspect’s Seamless Customer Service, a unified communications application for the contact center to offer call response, including coordinated self-service/live service and integrated assistance to improve first call resolution and enhance the overall customer experience.

 

Officials at Prime Teleconnect said that they have already deployed 100 seats of Seamless Customer Service in its 1,000-square-meter location in Mandaluyong City to leverage Microsoft (News - Alert) Unified Communications to contact an appropriate expert in the enterprise.

 

Seamless Customer Service from Aspect (News - Alert) will aid Prime Teleconnect to bring business rules, hard-learned best practices and administration into a centrally managed platform. Its ability to orchestrate the desired customer experience and data transfer from self service to live agent assistance will help supervisors and agents to achieve greater control over campaigns and customer interactions.

 

Leo Mission, president, Prime Teleconnect Worldwide, said in a statement, "As a growing BPO, we needed a solution that is not only easy to use and reliable, but is also able to help us scale our business as we expand rapidly in this space. The features in Seamless Customer Service from Aspect enable us to provide a full range of solutions to support our customers' diverse needs, and gives us a distinct strategic advantage over our competitors."

 

Prime Teleconnect will also utilise Ask an Expert capabilities using instant messaging (IM) and presence powered by Microsoft Unified Communications (News - Alert). Ask an Expert functionality allows agents to receive assistance from experts in the enterprise to solve the customer inquiries on the first call. And, at the end of each interaction, a post-call voice survey helps the company to measure customer satisfaction.

 

James Wong, general manager, Southeast Asia and Australia regions, Aspect said that, Companies are clearly seeing Aspect's UC applications for the contact center as industry-leading solutions and Prime Teleconnect is leveraging this solution to offer contact center capabilities in a multi-tenanted environment to help customers break down communications silos.

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