SOURCE: Aspect Software

Aspect Software

October 13, 2014 13:20 ET

Stefanini Improves Planning Capabilities and Efficiency With Aspect Software Workforce Management Solution

AMSTERDAM, THE NETHERLANDS--(Marketwired - October 13, 2014) - Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced that Stefanini, a global IT services company specializing in IT infrastructure outsourcing and onsite managed services for global clients, has implemented Aspect's leading Workforce Management solution to enhance the customer's experience.

Brazil-based Stefanini offers worldwide support services to medium-sized and large companies leveraging its global network of onshore, offshore and near shore delivery centers. Thanks to the vast variety of languages in which the services are offered, large multinational businesses rely on the IT outsourcing services provided by the company. Stefanini's existing Workforce Management (WFM) platform needed upgrading, and this was the perfect time for Stefanini to look for a multi-lingual platform that was well-integrated with the already existing Aspect contact center platform and other customer contact solutions. Aspect's WFM platform was identified as the best proposition for Stefanini's specific and demanding business requirements.

"Customer Interaction Group helps companies and organizations improve their customer contact. We implemented Aspect WFM at Stefanini because they have already used Aspect customer engagement solutions for many years. Workforce Management plays an important role to optimize the service and the business processes. The accurate planning for the right employee to help the customer solve his problem is important. The choice for the Aspect WFM solution was a logical step that allows them to bring their customer service to an ultimate level," says Hanjo Huizing, CEO of Customer Interaction Group.

The implementation of Aspect WFM has enabled the company to make an efficiency boost in customer service and to realize significant cost-savings. Both the Aspect contact center solution as well as the Workforce Management software is delivered by Aspect's partner, the Customer Interaction Group.

"We are delighted that Stefanini has chosen the WFM solution from Aspect," comments Ruud Loppies, Director Benelux and Denmark at Aspect Software. "By using this technology, the company benefits from detailed employee schedule planning that perfectly fits into the customer demands. Having the right agent available at the right time who helps customers in the right way increases customer experience and loyalty." He adds: "Stefanini's renewed choice of Aspect underlines the trust that Aspect has built with Stefanini during the long lasting relationship and the value that the company has derived from the Aspect solutions."

For Stefanini, as a service-oriented company, it is important to realize a first-class customer experience. By helping its customers in a smooth and swift way, it keeps up with their high quality expectations. The Aspect WFM software links the right people to the right customers at the right time automatically. In order to enhance the agents' capabilities to effectively and correctly handle customer contacts, the system provides just-in-time and targeted training, with high level and consistent customer service as a result.

For easy and transparent planning of the employee schedules, Customer Interaction Group has implemented Aspect Workforce Management software. Stéphane Olmanst, Senior Director of IT Infrastructure & Telecommunications at Stefanini comments: "Our choice for the WFM solution by Aspect was clear. It saves us a lot of time and we are now able to plan much more accurately than ever before. Moreover, agents can change their schedules from any location they want. This, in fact, offers a lot more freedom to our employees. We have worked with Aspect and Customer Interaction Group for years. They do have a lot of expertise in the domain of customer services and its optimization. And, again, their recommendations have proven to be invaluable."

About Customer Interaction Group
For more than 12 years the Amsterdam based Customer Interaction Group has helped numerous national and international companies with organizing their customer contact solutions and improving customer experience. The company has enthusiastic experts and is passionate about making companies successful in attracting and keeping customers. Follow us on linkedin.com/company/customer-interaction-group, on Twitter @CustIntGroup or Facebook.com/Custintgroup, or go to www.custintgroup.com

About Stefanini Global
Stefanini is a global IT outsourcing services company with 20,000 resources across 76 offices in 33 countries across the Americas, Europe, Africa, Australia, and Asia. Since 1987, Stefanini has been providing offshore, onshore and nearshore IT services, including application development services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. Clients benefit from Stefanini's financial stability, sustained year-over-year growth, and zero net debt. The corporate global headquarters is located in Sao Paulo, Brazil with European headquarters in Brussels and North American headquarters in metropolitan Detroit. www.stefanini.com

About Aspect
Aspect's fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world's most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

Aspect, the Aspect logo, Voxeo and the Voxeo logo are either trademarks or registered trademarks of Aspect Software, Inc. or Voxeo Corporation 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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