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One of Australia's largest ISPs, iiNet, installs Aspect technology to increase contact centre capacity, scalability and performance.

Announcement posted by Aspect Communications 31 Jul 2003

Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of enterprise customer contact solutions, today announced that iiNet Limited, Australia's largest regional internet service provider (ISP), has implemented Aspect contact centre technology in its Perth contact centre. iiNet supports customers over multiple communications channels and is using Aspect's solution to increase both capacity and performance. The ISP serves more than 130,000 customers and its 74-seat contact centre handles more than 5,000 voice and e-mail interactions daily. Demand is on the rise, and iiNet needed a reliable system and a fast implementation in order to keep service quality high and costs low as its contact centre grew.
"It had become apparent that our existing contact centre platform could not cope with the increased customer service and support calls. We needed an integrated multimedia solution with the capacity, scalability and flexibility to expand as we grew. We selected Aspect because its solution best addressed all of our needs," said Helen Campbell, General Manager Customer Service, iiNet.
iiNet awarded the contract to Aspect in March, and following a rapid implementation process, the solution went live on May 4. "Time was critical for us, so we were incredibly impressed with the professionalism and speed of the implementation," said Ricardo da Paz, Infrastructure Project Manager, iiNet.
"One of iiNet's key requirements from a customer service perspective, was that the migration be carried out in such a way so as not to inconvenience our customers. The transition onto the new platform was seamless - we did not lose a single customer call when we shifted onto the Aspect platform." added Ms Campbell.
"iiNet has experienced incredible growth in recent years, having more than doubled our customer base in 2002," continued Ms Campbell. "Throughout this expansion, and as we broaden our reach across Australia, it has been imperative that we continue to provide the highest levels of customer service and technical support."
iiNet selected Aspect's Enterprise Call Centre Platform that allows it to simultaneously route calls through the traditional PSTN, and IP network. "This is a ground-breaking solution currently used by only a few centres in Australia," said Michael Hayes, Aspect's vice-president of Asia Pacific. "Essentially, this solution gives iiNet the functionality to enable home-based agents in the future, which will provide additional flexibility and choice in reducing costs and increasing scalability and productivity of their contact centre operations."
With the new Aspect solution, iiNet plans to increase capacity in its contact centre to 100 seats. It will use the Aspect solution to manage multiple communications channels, leveraging the skills of customer service representatives (CSRs) through intelligent routing capabilities and gaining valuable intelligence through the Aspect measurement and analysis reporting tools.
About Aspect Communications
Aspect Communications Corporation is the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue. Aspect is a trusted mission-critical partner with over two-thirds of the Fortune 50, daily managing more than 3 million customer sales and service professionals worldwide. Aspect is the only company that provides the mission-critical software platform, development environment and applications that seamlessly integrate voice-over-IP, traditional telephony, e-mail, voicemail, Web, fax and wireless business communications, while guaranteeing investment protection in a company's front-office, back-office, Internet and telephony infrastructures. Aspect's leadership in business communications solutions is based on more than 17 years of experience and over 8,000 implementations deployed worldwide. The company is headquartered in San Jose, Calif., with offices around the world and an extensive global network of systems integrators, independent software vendors and distribution partners. For more information, visit Aspect's Web site at http://www.aspect.com or call Aspect Sydney head
office on +61 2 8923 1300.
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