Verizon Wireless Standardizes on Aspect Contact Server to Ensure Fast Customer Service and Efficient Use of Contact Center Resources
SAN JOSE, CA
Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue, announced today that Verizon Wireless, the largest wireless service provider in the United States, has selected the Aspect(R) Contact Server to integrate Verizon Wireless' billing systems on a single platform.
Using information from customer databases, the Aspect Contact Server will route incoming customer contacts to the appropriate service representatives in one of Verizon Wireless' 31 contact centers across the United States. This precise data-based routing will ensure fast, effective service for Verizon Wireless customers, while at the same time providing the company with significant savings by allowing Verizon Wireless to make the most efficient use of its contact center resources.
When a customer calls a Verizon Wireless toll-free number, the Aspect Contact Server will direct the contact based on the customer's profile. For example, corporate customers can be routed to special service teams, while customers with outstanding billing issues can be directed to agents equipped to handle collections calls. The Aspect Contact Server will also provide agents with information on wireless service features, such as enhanced voice mail, or new service plans that might be of interest to the customer.
Verizon Wireless has 28 million customers and 12,000 customer service representatives across the United States. The company was formed by the combination of the U.S. wireless businesses of Verizon Communications and Vodafone, including Bell Atlantic Mobile, AirTouch Cellular, GTE Wireless and PrimeCo Personal Communications. The Aspect Contact Server will tie together the directional billing systems and customer databases from the Verizon Wireless legacy companies.
"The Aspect Contact Server enables us to provide unsurpassed customer service, deploy our service representatives efficiently and realize a strong return on our investment," said David A. Corning, director of customer care at Verizon Wireless. "Aspect solutions are particularly well-suited for our demanding operating environment, and Aspect thoroughly understood our business needs."
"It took incredible vision on management's part to create a company like Verizon Wireless," said Rod Butters, group president of Aspect's worldwide market development, sales and services. "Management continues to employ vision when it comes to selecting technology partners to handle crucial integration tasks. Aspect is the only company with the experience and technology to handle crucial business tasks in such circumstances. We look forward to a long partnership with Verizon Wireless."
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 the trusted mission-critical partner of 76 percent 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 application 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 16 years of experience and over 7,600 implementations deployed worldwide. The company is headquartered in San Jose, Calif., with offices around the world, as well as 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 +1-877-621-3692.
NOTE: Aspect, the Aspect logo and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.
About Verizon Wireless
Verizon Wireless is the largest wireless communications provider in the U.S. with more than 28 million wireless voice and data customers. The coast-to-coast wireless provider was formed by the combination of the U.S. wireless businesses of Verizon Communications (NYSE:VZ) and Vodafone (NYSE and LSE: VOD), including Bell Atlantic Mobile, AirTouch Cellular, GTE Wireless and PrimeCo Personal Communications. Verizon Wireless has a footprint covering more than 90 percent of the U.S. population, 49 of the top 50 and 97 of the top 100 U.S. markets. The company, headquartered in Bedminster, NJ, is 40,000 employees strong. Reporters and editors can find more information about the company on the Web at http://www.verizonwireless.com.