Aspect Software Implimented By Canadian Courier

SAN JOSE, CA - Aspect Communications Corporation (Nasdaq: ASPT), the provider of business communications solutions, announced that Purolator Courier Ltd. has implemented Aspect eWorkforce Management software at three networked contact centers handling 45,000 calls daily. Customers should experience faster responses when scheduling pickups and deliveries, tracing packages and checking account status. Purolator processes more than 5.5 million pieces weekly, so optimal contact center efficiency is a must. Purolator's centers are using Aspect eWorkforce Management to create, assign and track adherence to work schedules for 400 customer sales and service representatives (CSRs) based on contact volume, service objectives and the CSRs' schedule preferences. The solution offers scheduling flexibility and enables managers to be steps ahead of what otherwise could develop into critical staffing issues causing delays in response to customer inquiries. "We researched the market for the right vendor, and Aspect came out on top," said Pat Capparelli, senior vice president of sales and customer service for Purolator Courier. "Aspect eWorkforce Management is robust and has the capacity and the flexibility for letting us accommodate our reps' work schedule needs and our customers' demands for speedy service. We used to spend a lot of time creating manual schedules. Now, our reps have advanced notice of the shifts we need them to work, and we can more easily make allowances for things like childcare and doctor appointments without compromising service." "Timing is critical to delivery services, and we were confident that our technology could help Purolator Courier with its mission of making sure that shipping is the easiest part of its customers' day," said Shon Wedde, Aspect's vice president of workforce management development. "Purolator has found Aspect's software to be extremely beneficial in addressing 'what-if' scenarios. The courier company can better plan for when commercial shipping drops during the summer vacation months and picks up again in the fourth-quarter holiday retail season. Service levels can be stabilized to yield the optimal balance between revenues generated and costs. They've already reduced resource requirements and response times." Aspect eWorkforce Management gives contact centers the tools for supporting from 50 to 20,000 or more CSRs in single- or multi-site environments. Core functionality allows these centers to know how many CSRs with single or multiple skills they need to employ during any given day and time. The software balances the customers' contact patterns with the employees' shift preferences to automatically assign work schedules and give managers the means to track performance against plan.