SOURCE: Aspect



August 18, 2010 12:52 ET

Westlake Financial Services Upgrading to Aspect Unified IP Contact Center Platform

Aspect's Next-Generation Contact Center Product Platform Positions Westlake to Provide Enhanced Customer Experience, Greater Efficiency While Reducing Costs

LOS ANGELES, CA--(Marketwire - August 18, 2010) -  Westlake Financial Services today announced an upgrade of its contact center with Aspect® Unified IP® 6.6 Enhanced, a standards-based platform that unites traditional customer contact capabilities with the power of software. Westlake is deploying Blended Interaction™, an application that runs on the Aspect Unified IP platform and combines inbound automatic call distributor (ACD), outbound dialing and voice portal capabilities. The deployment is scheduled to go live before the end of August after a thorough testing and implementation phase. Aspect Unified IP offers several technology feature enhancements which will help increase Westlake's efficiency and lower operating costs for its use in managing inbound and outbound customer service and collections, as well as handling new customer welcome and information verification calls.

In addition to handling advanced intelligent inbound routing and outbound dialing, the Aspect Unified IP product platform enables Westlake to communicate with customers via web chat, email, text message, or through rich self-service voice applications. Westlake's deployment of the Blended Interaction application includes workforce management capabilities from the PerformanceEdge® platform product, along with the capabilities of Aspect Unified IP. The addition of these workforce management capabilities provides Westlake with the means to easily collect and analyze real-time and historical call data to generate forecasts, schedule agents based on skill sets and load patterns, conduct call and trend analysis, as well as analyze other information to improve organizational performance. 

Timo Saarela, VP of Servicing for Westlake, says the new software from Aspect will allow for more channels of communication with customers and gives Westlake the flexibility of implementing a wider range of strategies. "We may decide that for early, low-risk accounts, we don't need to call them and simply send them a text message reminder," Mr. Saarela explains. "We are able to do that with Aspect Unified IP." 

Mr. Saarela goes on to say, "With our currently deployed version of Aspect Unified IP, we have been able to reduce our headcount and full-time employee (FTE) cost by over 20% while simultaneously growing our portfolio size over 40%. The upgrade to the Aspect Unified IP platform will help bring us to the next level of efficiency, which will allow us to continue growing without increasing our actual FTE or headcount cost."

"Westlake Financial Services is creating a winning contact center strategy with its deployment of the Blended Interaction application which enables the organization to leverage new channels of communication and provide an even richer customer experience," said Andy Bezaitis, senior vice president of product management, Aspect. "Westlake clearly recognizes the agent efficiencies, improved collections results and enhanced customer service that can be achieved with this new deployment and is poised to deliver meaningful results."

About Westlake Financial Services: Westlake Financial Services is an internet based, privately held finance company that specializes in the acquisition and servicing of sub-prime to near-prime automotive retail installment contracts. Headquartered in Southern California, Westlake originates indirect retail installment contracts through a network of over 9,000 new and used car dealers throughout the United States. All collections and servicing are performed in-house from its central facility located in the Mid-Wilshire area of Los Angeles. 

About Aspect: Aspect is a global software and IT services firm specializing in applying Microsoft® unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more information, visit

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Aspect, Aspect Unified IP, PerformanceEdge, Blended Interaction, and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

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