Aspect Communications Corporation, the provider of customer relationship portals, has announced that Millennium Teleservices has selected the Aspect Customer Relationship Portal to support its service capabilities. Millennium Teleservices, an integrated direct marketing solutions provider, says it has developed Web-enabling services to incorporate inbound and outbound calling capabilities, live web-based chat, e-mail, callback, and voice over IP into one comprehensive service solution for its customer base.
“We see the Aspect Portal as a critical component for our service solution,” said Eric Greenberg, president and CEO, Millennium Teleservices. “Our large, established clients require the ability to integrate multiple customer contact channels, while the newer dot-com companies are seeking more dimensionality and permanence. Aspect’s solution addresses the needs for both, while delivering Internet and e-commerce support with live online support via click-to-chat and click-to-talk functionality. We believe this media integration direction represents the biggest growth opportunity in our industry and it is not being addressed in today’s market.”
“Tech-savvy companies such as Millennium Teleservices understand the need to tie together the numerous contact media now available to customers to create a convenient and consistently high-quality customer experience,” said David Puglia, vice president, Product Marketing at Aspect. “Aspect is pleased to be working with Millennium Teleservices as they execute an e-commerce strategy that takes into account both market dynamics and customer demands.”
As the foundation of the company’s CRM and e-commerce strategies, the Aspect Customer Relationship Portal is claimed by the manufacturer to provide a consistent customer experience through one central place that connects customers with the right enterprise resource, no matter how the customer contacts the business. The Portal’s media-blending capabilities, is intended to unify customer interactions across web, phone, fax and e-mail, integrate customer information with front- and back-office applications. Additionally, the Portal is said to incorporate out-of-the box e-mail capability provided through an OEM agreement of the Email Management System from eGain Communications.