1728 — Aspect Communications Provides AuctionDrop with Mission-Critical Contact Center Solution

Apr 14, 2005 | Conteúdos Em Ingles

Aspect Communications Corporation announced that AuctionDrop has choosen the Aspect Iphinity Call Center solution to support the extension of its services across 3,800 locations in the United States.

On the release note Aspect explains that AuctionDrop is a retail company dedicated to providing a simple, fast and convenient way to sell goods on eBay. Consumers drop off items, and AuctionDrop then manages the entire sales process, including photography, listing, handling, payment, shipping and returns—all while providing exceptional customer service.

“Out of all such systems I’ve ever used in my 25 years in this industry, Aspect has always been superior, and this was no exception,” said Paul Vaillancourt, vice president of customer service and operations at AuctionDrop. “With everything we had going on in such a hectic start-up environment, the one thing we never had to worry about was the contact center technology from Aspect. The implementation was smooth and quick—complied with our tight timeframe requirements—and the routing, reporting, flexibility and scalability met all of our needs

Starting off with 45 contact center agents, AuctionDrop expects to more than double its customer service operations within the year. Thus, scalability is a critical qualification for the Aspect solution, which includes software, hardware, phone sets, administration, real-time and historical tools, implementation, training services and technical support.

“We wanted to be able to handle different types of calls from store employees, the sellers, the buyers, the prospects and track everything, while accommodating special events like marketing campaigns on the fly,” said Vaillancourt, who proceeded to describe one such successful campaign during which AuctionDrop asked viewers of its live TV show to call in and guess the total sales price of all auctioned items to win a $1,000 prize. Hundreds of calls came in within the next 30 minutes, and the Aspect solution handled them seamlessly.


Em Foco – Empresa