News : Edwardian Group London Simplifies and Streamlines Customer Interactions
Skype for Business integrated with Aspect Unified IP 7.1 (UIP), a multi-channel customer engagement platform, to bring improved collaboration capabilities to EGL’s workforce.
Edwardian Group London (EGL) can now handle more customer interactions per week on average than when it was using just the voice channel, following the successful implementation of Aspect Unified IP 7.1 (UIP), a multi-channel customer engagement platform, integrated with Skype for Business.
The new solution has brought improved collaboration capabilities to EGL’s workforce. EGL has also been able to adopt email, SMS, mobile web apps, social networks and instant messaging, on top of the voice channel. Through this mix of other strategies to reduce the volumes of inbound interactions, and the application of Aspect’s technology, EGL has significantly improved the approach to managing customer care to improve productivity and deliver exceptional customer experiences.
EGL’s contact centre consists of agents who handle interactions each week to provide a variety of services, including making reservations for individual customers, groups and events.
EGL was also looking to reduce the time and costs that came with managing constantly changing staff levels. Making sure that staff were in the right places at the right time proved to be a costly and manually intensive process, so an efficient system was vital to better execute the distribution of its workforce while reducing associated costs.
To tackle these issues, EGL sought a communications provider that could deliver technology to enable a high level of service for customers. The aim was to widen the avenues for customers to reach employees for them to deliver services.
Aspect UIP speaks to Aspect WFM, which is an on-premises, workforce management and productivity solution that enables EGL to accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources, taking into account skill levels, scheduling constraints, regulatory labour restrictions, demand and service level objectives.
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The complete solution simplifies and streamlines agent administration both in EGL’s customer contact centre, and across the customer-facing workforce. This ensures that EGL has the right staff support at any given time, helping users manage workforce provision across the various channels and teams, shift work, as well as peaks and troughs in interaction volumes.
Michael Mrini, Director of Technology, EGL, said: "We always measure our guests’ feedback and satisfaction. We looked at our guest satisfaction with our contact centre and customer services before we embarked on this journey with Aspect, and we looked at it afterwards. We found that our guests’ satisfaction levels have significantly increased beyond expectation."
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About Edwardian Group London:
Edwardian Group London is a UK privately-owned companies which has been developing luxury hotel and hospitality premises since being founded by Jasminder Singh OBE in 1977. The company owns and operates Radisson Blu Edwardian, London and The May Fair brands.
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.
Published: Tuesday, December 1, 2015
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