News : William Hill Forms Strategic Partnership with Aspect Software
London, UK, July, 2019 -- With such a fast-paced sector and ever-changing market William Hill looked for a strategic partner that understood the changing landscape in the Digital space and the ever-changing needs of customers in today’s world.
William Hill is a name in the Gaming sector and has a history since its launch in 1934.
The customer is a key part of the DNA at William Hill and further enhancing the tools and systems that help to support customers was a key element of its journey. Through joining forces with Aspect Software to implement a dedicated, cloud-based Customer Engagement platform – Aspect Via(R) - William Hill is transforming what it does today and planning for the future.
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Director of Customer Service Mark Pavlides at William Hill said: "It wasn’t just about looking at what we do today it was all about tomorrow as well. Our business and industry moves at an incredible pace and ensuring we are ready for the future was key. Our business delivers industry leading products and services and therefore our tools we use to help and support every one of our customers had to match what we do across the whole of the business. Through partnering with an industry leader like Aspect we are able to meet all the key challenges that we have today and the ability to add on new features and capabilities as required. The Aspect Customer Engagement Platform gives us the best of breed applications."
Michael Harris, Chief Marketing Officer at Aspect, added: "For a company like William Hill, speed and efficiency are of the essence at all times. By taking steps to move their WFM capabilities to a new, cloud-based solution, the business is able to manage customer interactions in a manner that is much more compatible with the challenges it faces. The projected annual saving following the implementation says it all: greater efficiency, better visibility of processes, a more fulfilled workforce and, most crucially, happier customers."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don't Assume Your Forecasting System Always Knows Best!
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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.
Published: Friday, July 5, 2019
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