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PR - Aspect Announces Contract Win for PerformanceEdge Call Center Suite
January 10, 2008
The PerformanceEdge Group of Aspect Software, the world’s largest company solely focused on the contact center, today announced its customer, ANWB (Royal Dutch’s Roadside Assistance Service), is implementing the workforce management capabilities of PerformanceEdge in its two contact centers. ANWB customers rely heavily on the company’s contact centers for many areas including emergencies, foreign support, commercial issues, publishing, travel operations, legal advice and insurance. The workforce management capability of PerformanceEdge will enable ANWB to better plan and manage the performance of its inbound, blended and outbound staff.
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After an extensive independent evaluation to determine which workforce management product on the market would best suit the company, ANWB chose Aspect eWorkforce Management from PerformanceEdge because of the Aspect Software reputation, the product’s multichannel and multilingual capabilities, its ability to enable ANWB to improve the efficiency and productivity of its contact center employees, and to meet the business’s needs in the most flexible way.
“ANWB has been using Aspect Software products in its contact centers for quite some time and we are pleased they have chosen to expand their capabilities with us,” said David West, SVP Europe and Africa from Aspect Software. “The workforce management functionality of PerformanceEdge plays a key role in ANWB’s initiative to streamline processes and optimize people and other resources at its in-country contact centres and its emergency centre.”
The new ANWB emergency centre has been established in two locations to form one virtual integrated organization that includes:
- The Assen operation - fields all emergency aid questions, most of which are handled via telephone, some by fax, mail and, in the future, they will also be handled over the Web.
- The Hague operation - provides vehicle assistance (VHV) and person assistance (PHV). Requests and details are centrally controlled and fulfilled by internal resources or local partner companies.
Aspect eWorkforce Management will be administered from both locations by five planning and forecasting specialists and approximately 25 supervisors. In addition, all employees will be able to access the system to control their own schedule preferences.
The implementation, being executed by Newtel Essence, a wholly owned subsidiary of KPN, is expected to be complete in the first trimester of 2008.
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