Aspect Software, a leading and award-winning cloud provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions, announced that Ring, a leader in home security products, has selected Aspect Via WFM as their sole workforce management solution to support over 1,000 customer service agents.
“Home security and neighbour (what we call our customers) peace of mind are paramount with Ring. Our mission as a company is to reduce crime in neighbourhoods by keeping residents connected to their homes, their families, and their neighbours,” said Jamie Siminoff, Founder and CEO of Ring. “Part of creating that feeling of safety is the community support we provide. Our investment in Aspect Via WFM will help improve our team member’s engagement and efficiency, empowering the team to provide the best community support possible.”
Aspect Via WFM will allow Ring to more accurately and efficiently forecast and schedule their inbound, outbound, blended, and back office staffing resources across all channels. Aspect Via WFM features a unified, customisable browser-based agent interface. According to the Aspect Agent Experience Survey, 75% of agents feel more engaged when using graphically-rich, up-to-date software and 81% feel it is important in improving their customer service.
“Ring’s investment in best-in-class cloud solutions shows their commitment to a great customer experience,” said Mike Bourke, SVP and General Manager, Workforce Optimisation at Aspect Software. “Aspect Via WFM truly changes the game for both agents and supervisors, while also providing a more rapid time to value. We are very excited to partner with Ring to help them create a new level of agent experience and engagement that will improve an already stellar customer experience.”
Aspect Via is a fundamentally different approach to delivering a comprehensive and proven SaaS solution. While other contact center software vendors attempt to develop brand new cloud software, the result has been feature-limited and untested products. Aspect has completely re-factored its best-in-class and proven contact center, workforce optimisation, and self-service suites for Amazon Web Services (AWS). By deploying Aspect Via WFM, Ring will eliminate the need for complex integrations to third-party solutions that are typical with premise or hosted solutions, while lowering total cost of ownership. The company will also benefit from a continuous, seamless delivery of new software releases and capabilities with no disruption to their operations.