Golfbreaks.com chooses Aspect
2012-03-05Aspect has announced that Golfbreaks.com has selected Aspect to integrate its customer relationship management (CRM) system, web chat, voice calls and email into one streamlined system.
Collaborating with Dell, Aspect will implement its Aspect Unified IP v7 and workforce optimization applications at the Windsor-based contact center, integrated with Microsoft Lync and Microsoft Dynamics CRM, supplied by Dell.
Steve Hemsworth, MD, Golfbreaks.com said, "With more customers than ever booking with us, we required a way to meet the challenge without increasing headcount, and to do more with less. Our customer service is why people keep coming back to us, but as demand increased, the lack of channel integration was putting a strain on our agents and systems, increasing administration time. Customer preferences for the way they contact us are changing, as are the times at which they choose to contact us. We have already extended our opening hours by more than 30%; hopefully the new support for SMS and email - as well as integration with our CRM system - will make booking with us easier and quicker than ever."
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