News : Citizens Financial Group Deploys Aspect Software's Solution
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Phoenix, AZ, Oct 28, 2014 -- Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, back-office and cloud solutions, announces that Citizens Financial Group selected Aspect Hosted Workforce Management (WFM) to be deployed in a hosted environment. A long-time Aspect WFM on-premises customer, Citizens Financial Group upgraded their technology and moved to a hosted environment to improve performance and functionality, decrease operational expenses and speed future technology upgrades.
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Maximizing call center workforce efficiency and productivity through workforce optimization technology is critical to Citizens Financial Group's customer service success. The latest iteration of Aspect Hosted Workforce Management is helping Citizens Financial Group deliver timely responses to customer service queries while providing better schedule management to ensure the company has the right number of agents in the right departments at the right times.
Posted by Veronica Silva Cusi, news correspondent
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About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
About Citizens Financial Group:
Citizens Financial Group, Inc. is a British-owned American bank headquartered in Providence, Rhode Island, which operates in the states of Connecticut, Delaware, Illinois, Massachusetts, Michigan, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island and Vermont. Citizens is a wholly owned subsidiary of The Royal Bank of Scotland Group (RBS), whose headquarters are in Edinburgh, Scotland. Following the financial rescue of RBS, the company's controlling shareholder is currently the British government. As of 2011, Citizens was the 15th-largest bank in the United States.
Published: Wednesday, October 29, 2014
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