News : Optimising Your Back-office Operations with Ninzi-Connect
Johannesburg, May 16, 2014 -- Through its partnership with Aspect, a global provider for contact centre, workforce and back-office solutions, Ninzi-Connect is proud to announce its offering of the Aspect Back-Office Optimizer product to improve your business productivity and customer satisfaction through purpose-built back-office controls.
The customer's experience through a contact centre can be frustrating or inconsistent, which has a direct impact on customer satisfaction and loyalty.
Improving the customer's journey throughout the organisation is a key driver for any business operation with extensive customer contact.
Customer service belongs to operations. With Aspect Back Office Optimisation, Ninzi-Connect provides your organisation a total solution that introduces consistent, improved management working practises and ensures the right people and skills are in the right place, at the right time in order to achieve optimal productivity.
"Resolution has achieved significant operational management benefits in terms of improved service, quality and productivity through the use of, for example, Aspect software and principles. The information provided by the software has given us the ability to monitor end-to-end processes on a real-time basis and make the right decisions, whilst staff performance has improved at all levels." - Guillaume Minnaar, IT & Operations Manager.
"While the back-office is often overlooked by even the most customer-focused organisations, studies find that there are three times as many back office workers as there are contact centre and front office employees." - DMG Consulting.
Posted by Veronica Silva Cusi, news correspondent
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About Ninzi Connect:
Ninzi-Connect is a telecommunications and contact centre solutions company evolved from Multi-Connect, a company with nearly 20 years'' experience in the contact centre market. The company boasts a large customer base spanning the financial, insurance, retail and communication sectors. Ninzi-Connect provides cost-effective solutions encompassing every aspect of the contact centre environment, from call automation to workforce management, recording, quality management and business analytics.
About Aspect Software:
Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
Published: Monday, May 19, 2014