SOURCE: Aspect


June 11, 2009 09:00 ET

Aspect Customer Wins 1to1 Customer Champion Honors

Fran Horner of Northshore University HealthSystem Successfully Leverages Capabilities of Blended Interaction™ to Improve Patient Services

CHELMSFORD, MA--(Marketwire - June 11, 2009) - Aspect, a unified communications (UC) solutions provider, today announced its customer, Fran Horner from NorthShore University HealthSystem, won the 1to1 Customer Champion Award from 1to1 Magazine. As the senior director of patient access, Horner is being recognized for successfully driving patient services initiatives and leveraging industry-leading UC application for the contact center capabilities from Aspect to ensure that NorthShore is delivering quality customer care and building loyalty among its patients.

"The patient experience begins the moment you call a healthcare provider, so the contact center plays a key role in making the process as pleasant as possible," said Horner. "Aspect has been a significant piece of our patient care initiatives, and has helped us gain a strategic advantage in a competitive healthcare market. It's gratifying to have our hard work at NorthShore University HealthSystem validated by 1to1 Magazine and to recognize our tremendous efforts and commitment to providing exceptional patient communications."

To create the best patient care experience, Horner and NorthShore University HealthSystem embarked on a people-focused, cross-departmental initiative supported by technology. NorthShore, a healthcare provider based in the northern Chicago suburbs, implemented the inbound, outbound, voice portal, recording and workforce management capabilities of Aspect's UC application for the contact center, Blended Interaction. In addition to deploying extensive customer interaction capabilities, Horner established new recruiting and training initiatives to better equip the contact center to address patient inquiries.

The new technology and training initiatives helped NorthShore improve its contact center satisfaction level from 60 percent to up to 98 percent. Horner has also helped the organization lower agent turnover by 58 percent, and calls answered within 30 seconds have increased by 82 percent.

"NorthShore is a great example of how the right technology coupled with customer-focused initiatives can translate into a major competitive advantage," said Serge Hyppolite, director of interaction product management, Aspect. "We're so pleased to see a business leader like Fran succeed with her customer care initiatives using Aspect technology and innovative strategies. As more companies see the benefits of using unified contact center functionality, they'll turn to Aspect and the capabilities of our UC applications to reduce complexity, streamline communications, and build customer satisfaction."

The 1to1 Customer Champions are business executives focused on customers and are chosen by 1to1 Magazine based on their ability to transform customer loyalty into profit. To read more on Fran Horner and NorthShore University HealthSystem, read the magazine ( or the case study (

About Blended Interaction

Blended Interaction is a unified communications application for the contact center that provides inbound, outbound, self service and workforce optimization capabilities. By eliminating complex integration and providing common management, reporting and administration, Blended Interaction gives you greater visibility, control and staffing efficiency in your multichannel contact center to enhance customer satisfaction and improve business results.

About Aspect

Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact center. Applying 35 years of insight and experience, Aspect helps more than two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications. For more information, visit

Aspect, 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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