Residential Credit Solutions Selects Aspect EnsemblePro and Asterisk IP PBX
Residential Credit Solutions, a residential mortgage loan service provider, is enhancing its contact center infrastructure by implementing Aspect Software's Asterisk Business Edition Internet protocol (IP) private branch exchanges (PBX) across its corporate headquarters in Ft. Worth, Texas, and its future regional office in Los Angeles. Residential Credit Solutions will interoperate the Asterisk Business Edition with its unified IP contact center platform, Aspect EnsemblePro, to manage its collections and customer service interactions.
Aspect Software is implementing and supporting the Asterisk Business Edition from Digium, a version of open source IP PBX, for customers of its Unified and Signature product lines. For the Residential Credit Solutions implementation, the Aspect Software packaged offering includes: Asterisk Business Edition licenses, SIP phones, and IP gateways, interoperability with Aspect EnsemblePro, installation and deployment, as well as post-deployment support.
"Implementing the open source VoIP capabilities of Asterisk Business Edition gives us dollar savings that will enable us to invest elsewhere in the business, allowing the company to provide a better customer experience," said Mark Rogers, executive vice president at Residential Credit Solutions. "The current mortgage environment requires increased awareness of our borrower's individual situation. The ability to deliver calls to RCS specialist' trained to work with our customer in developing a solution tailored to fit their individual need is an essential component. The combination of Aspect EnsemblePro with Asterisk Business Edition is going to allow us to do that very successfully."
Asterisk Business Edition and Aspect EnsemblePro will enable Residential Credit Solutions to manage and route customer calls to the contact center groups, based on the customer process - customer service or collections. The collections calls will be further segmented by early vs. late stage collections and routed to the most appropriate agent.
Asterisk Business Edition will be used to support 100 of Residential Credit Solution's business and contact center subscribers.
Aspect EnsemblePro allows Residential Credit Solutions to:
- Blend inbound and outbound calls. Using the automatic call distributor functionality, agents can manage inbound calls for loan applications or other related customer service inquiries, or via the predictive dialer, conduct outbound collections calls.
- Create outbound messaging. Through the voice portal capabilities and the predictive dialer, Residential Credit Solutions can provide outbound messaging to customers to help manage early stage collections. The voice portal also provides the functionality to help route inbound calls by gathering customer information, as well as offers basic account information to customers.
- Deliver quality monitoring.
- Generate unified reporting and centralize administration. Allows Residential Credit Solutions to have a view of the performance of the contact center.
"Over the last several months, we had heard a lot of very positive things about Aspect Software and its offerings. That reputation, combined with our own previous experience with other vendors, helped us realize there was only one way to go," said Rogers. "Aspect provided the most comprehensive, cost-effective solution that will enable us to grow our business."
Aspect EnsemblePro is a contact center solution that unites inbound, outbound and blended multichannel contact (voice, email, the web and fax), while also delivering voice portal, recording and quality management, and unified reporting and administration capabilities.