Having Reduced Costs by $2 Million to $3 Million Through Operational Enhancements With Aspect eWorkforce Management, TeleTech to Strategically Assist Clients in Successfully Managing Contact Center Staffing
LAS VEGAS, eBIZ 2003, Oct. 29 /PRNewswire-FirstCall/ -- Aspect
Communications Corporation (Nasdaq:
ASPT -
News), a leading provider of enterprise
customer contact solutions, has honored TeleTech Holdings Inc. TTEC,
a global provider of customer solutions and one of Aspect's largest workforce
management software users, with an Aspect Customer Excellence Award. TeleTech,
which recently expanded its role to that of enhanced services provider of
Aspect® eWorkforce Management, accepted the award at Aspect's eBIZ 2003 User
Conference being held this week at the MGM Grand Hotel.
"We are honored to receive Aspect's Customer Excellence Award, which
acknowledges TeleTech's thought leadership in providing comprehensive customer
solutions that are integral to clients achieving their business goals. Our
extensive experience has led us, in concert with Aspect, to develop techniques
for implementing Aspect eWorkforce Management in a way that delivers immediate
value and return on investment," said John Hoholik, TeleTech's senior vice
president of global solutions and alliances. "We estimate that over the last
year, TeleTech has reduced costs by $2 million to $3 million through
operational enhancements utilizing Aspect's software."
As an Aspect enhanced services provider, TeleTech will specialize in
providing a range of consulting to customers on the best design,
implementation, training and project management approaches for workforce
management solutions based on Aspect's Uniphi architecture. With one of the
largest workforce management infrastructures in the world, TeleTech currently
uses Aspect's contact center staffing software to manage more than
17,000 employees across 10 countries. As a result, TeleTech has the expertise
necessary to accurately develop, monitor and manage diverse workforce
management initiatives for other companies.
"We are excited to be working closely with a leading company that unifies
workforce, information and communications to deliver exceptional customer
service," said Hoholik. "Our alliance with Aspect will provide clients with
integrated solutions that consistently improve the customer experience."
"We believe it is very appropriate to recognize TeleTech's outstanding
application of our software and to introduce them as an Aspect enhanced
services provider at our annual customer event," said Frank Eagle, Aspect's
vice president of systems integrator alliances, North America. "TeleTech can
apply Aspect eWorkforce Management -- within even the most challenging of
contact center environments -- to accomplish specific service and revenue
goals unique to different lines of business. They understand that customer
communications strategies can't be effective without the right technologies,
people and processes in place to implement and support them. We honor them as
a customer and welcome them as an enhanced services provider."
Aspect eWorkforce Management, based on the Uniphi architecture, creates
work schedules and assigns them to customer service representatives (CSRs)
according to 1) the software's predictions of the volume and patterns of
incoming communications (voice, Web and e-mail), 2) the contact center's own
desired customer service delivery levels and 3) the CSRs' schedule
preferences. The software is available in configurations for small, medium and
large enterprises with multi-skilled CSRs, multi-channel communications and
one or more independent or networked contact centers.
About TeleTech
TeleTech, a leading provider of integrated customer solutions, partners
with global clients to develop and execute relevant solutions that enable them
to build and grow profitable relationships with their customers. TeleTech has
built a global capability supported by 52 customer interaction environments
that employ more than 27,000 professionals spanning North America, Latin
America, Asia-Pacific and Europe. For additional information, visit
www.teletech.com.
About Aspect's Uniphi Architecture
Aspect's Uniphi architecture is designed to "unify" the contact center and
the enterprise by integrating the applications that drive customer
communications, contact center and customer information and workforce
productivity -- resulting in better insight to business and customer activity.
Uniphi extends Aspect's vision of delivering proven, multi-product solutions,
whether PSTN, IP hybrid or pure VoIP, while still lowering total cost of
ownership and protecting contact center investments as new technologies and
standards emerge.
About Aspect Communications
Aspect Communications Corporation is the world's largest company focused
exclusively on contact center solutions, and the only one that unifies
workforce, information and communications to deliver exceptional customer
service. The Aspect brand is trusted by more than 75 percent of the Fortune
50, and more than 3 million customer sales and service professionals worldwide
rely on Aspect's mission-critical business communications solutions. The
company's leadership is based on 18 years of expertise gained from more than
8,000 successful implementations worldwide. Aspect is headquartered in San
Jose, Calif., with 24 offices in 11 countries around the world. For more
information, visit Aspect's Web site at www.aspect.com or call 877-621-3692.
TeleTech Forward Looking
Statements
All statements not based on historical fact are forward-looking statements
that involve substantial risks and uncertainties. In accordance with the
Private Securities Litigation Reform Act of 1995, following are important
factors that could cause TeleTech's and its subsidiaries' actual results to
differ materially from those expressed or implied by such forward-looking
statements, including: economic or political changes affecting the countries
in which the company operates; greater than anticipated competition in the
customer care market, causing increased price competition or loss of clients;
the reliance on a few major clients; the risks associated with losing one or
more significant client relationships; the renewal of client or vendor
relationships on favorable terms; the risks associated with client
concentration; the ability to transition work from higher cost centers to
lower cost markets; the company's ability to develop and successfully manage
new technology or Database Marketing and Consulting sales; the company's
ability to collect monies owed from clients per contract terms and conditions
in a timely manner; higher than anticipated start-up costs associated with new
business opportunities and ventures; the company's ability to find cost
effective locations, obtain favorable lease terms and build or retrofit
facilities in a timely and economic manner; lower than anticipated customer
management center capacity utilization; consumers' concerns or adverse
publicity regarding the products of the company's clients; the company's
ability to close new business in 2003 and fill excess capacity; execution
risks associated with achieving the targeted $40 million in annualized cost
savings; the possibility of additional asset impairments and restructuring
charges; the ultimate liability associated with the amount of past sales or
use tax obligations for its Database Marketing and Consulting and North
American Outsourcing segments; changes in workers' compensation and general
liability premiums; increases in healthcare costs; risks associated with
changes in foreign currency exchange rates; changes in accounting policies and
practices pronounced by standard setting bodies; and, new legislation or
government regulation that impacts the customer care industry. Readers should
review the company's Form 10-K for the year ended December 31, 2002, Forms
10-Q for the first and second quarters of 2003 and other documents filed with
the Securities and Exchange Commission, which describe in greater detail these
and other important factors that may impact the company's business, results of
operations, financial condition and cash flows. The company assumes no
obligation to update its forward-looking statements to reflect actual results
or changes in factors affecting such forward-looking statements.
NOTE: Aspect, the Aspect logo and the phrases and marks relating to other
Aspect products and services discussed in this press release constitute one or
both of the following: (1) registered trademarks and/or service marks of
Aspect Communications Corporation in the United States and/or other countries
or (2) intellectual property subject to protection under common law
principles. All other names and marks mentioned in this document are
properties of their respective owners.
