Pioneer Electronics Service (PSE) has chosen the Aspect Customer Relationship Portal to deliver blended voice and email to its service agents. The company expects a return on its investment in the first year.
Pioneer Electronics Service must manage all the service and technical support of every Pioneer product sold in the United States.
“Our contact center is critical to the success of our business,” said Kathy Yulich, Pioneer’s division manager of contact center operations. “The increased efficiency that the Aspect Portal provides allows us to do more with the same number of agents. We looked at other possible vendors, but they only offered point solutions. Aspect provides us with an integrated suite of products that will allow us to grow our multimedia contact center as our needs change. We have had a very successful history of solid implementations, service and support from Aspect.”
“Pioneer’s savvy management team understands that in order to compete effectively in the new economy, Pioneer has to provide superb customer service and at the same time lower the operational costs,” said Gary L. Smith, Aspect’s chief operating officer. “The Aspect Portal is the foundation on which Pioneer is building its multichannel contact center. Pioneer can support telephone and email today and, when ready, can add web and voice over IP easily. Aspect will help Pioneer develop the best multichannel contact center available anywhere.”
PSE integrates the Aspect Portal, Aspect Multimedia and Aspect Customer E-Mail with existing front- and back-office data to achieve a high degree of agent efficiency.
Aspect Communications Corporation is the leading provider of customer relationship portals, a contact server for managing dynamic customer contact transactions across all wired and wireless communication channels. Aspect is the only company today that delivers a complete multichannel contact center - the core of any company’s CRM strategy. It synchronizes all customer contact points, including live and self-service, with demonstrated customer ROI. Aspect, which powers 74% of the Fortune 50, is headquartered in San Jose, California, USA, with offices in major cities around the world.