Brother International Selects Aspect
Brother International, a provider of products for the home, home office and office, will be implementing Aspect Software's Aspect Spectrum ACD and Aspect Customer Self Service voice portal across its contact centers.
Aspect Spectrum ACD, from the Aspect Signature Product Line, supports customer interactions by integrating automatic call distribution (ACD) functionality with computer telephony integration (CTI) applications, in both traditional circuit-switched infrastructures and Internet Protocol (IP) environments. Aspect Spectrum ACD also adds two enhancements to the solution:
- Queue Optimizer - offers customers a call back at a time that best fits their schedule.
- Agent Empowerment - includes screen pops to the agent's desktop presenting customer history as the call is delivered. It includes a browser-based desktop that enables agents to see their individual productivity levels and receive alerts when they are not in schedule adherence.
Aspect Customer Self Service is an open voice portal platform. With the Aspect Customer Self Service product, when customers call a contact center, the voice portal application queries the database for the customer record. It then asks the customer to speak the product and type of service they are requesting, such as software support or billing inquiries. Based on the information provided by the customer, Aspect Customer Self Service then routes the call to an agent within the contact center.