Dallas-based Southwest Airlines announced that is has deployed Aspect software’s full suite of customer contact and workforce optimization solutions in an effort to improve customer experience.
Aspect explained that its solutions will be offered in a fully-hosted environment and that the company will be in charge of converting Southwest Airlines’ contact center infrastructure and customer service processes to create a single integrated solution.
Teresa Laraba, senior vice president for customers at Southwest Airlines, commented, “This implementation is a huge, but necessary undertaking as part of our ultimate goal of offering a best-in-class customer experience both from an airline operations and contact center perspective. We are excited to expand our long standing partnership with Aspect. Calls to 1-800-I-Fly-SWA have come through an Aspect system for more than 10 years, so we knew that Aspect would be able to meet our challenge for a consistent, single-vendor offering.”
Aspect noted that Southwest Airlines has already been recognized for its high class service to customers. The breadth and versatility of the aforementioned deployment is a testament to the dedication Aspect has to delivering exceptional interaction solutions that align with the customer experience goals of customers, the company said. With the new infrastructure and applications at its disposal, Southwest Airlines hopes to deilver measurable and impactful results for its business and for its customers in the near future.
Southwest will be implementing the Unified IP 7.2, Workforce Management 7.5, Quality Management, Performance Management and Speech Analytics solutions from Aspect.
According to Aspect, its Unified IP 7.2 builds on the foundation of advanced routing, proactive contact, and agent empowerment capabilities to deliver a highly available platform that scales from ten to thousands of contact center seats. It also offers flexibility with support for differentiated contact strategies in both traditional voice and voice over internet protocol (VoIP) environments.
The Aspect Workforce Management 7.5, meanwhile, aims to provide familiar marketing capabilities that empower agents with improved scheduling control and flexibility to help companies enhance customer experience with a more streamlined work environment.
Aspect Quality Management offers call logging, speech analytics, quality monitoring and agent coaching capabilities designed to help improve the quality of customer interactions.
Finally, Performance Management measures and communicates contact center results in an effort to improve business processes by providing analytics tools and performance scorecards that automatically initiate alerts and actions without human interaction.
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