التكنولوجيا وأخبارها بوابة الإمارات لتكنولوجيا المعلومات والإتصالات
At Forrester CX 2020, Aspect Software’s Customer BAC
Credomatic Shares How They Increased Digital Collections
By 12%
Aspect Software, a leading provider of enterprise contact
center and workforce optimization software announced its
participation in Forrester CX North America.
Attendees of the event are invited to join a Case Study
Session today, June 16th at 12:40 pm ET. Automated Self-
Service: Solving for Speed, Simplicity and Efficiency to learn
how BAC Credomatic developed a series of bots across
multiple self-service channels that helped support better
online experiences for collections, online banking, lending
and more. BAC also utilizes flexible scheduling and
automation tools to ensure that the right agents are
available to help customers with more complex issues that
require human interaction.
Utilizing Aspect CXP self-service technology, BAC
Credomatic developed a comprehensive contact
management solution to support collections activities. After
having success developing self-service options for
collections, BAC Credomatic developed over 30 bots
supporting 11 different services resulting in improved
efficiencies, allowing for 30% of interactions to be
completed outside service hours and a 12% increase in
digital collections.
BAC also deployed the Aspect Via Workforce Management
(WFM) solution, to redesign their scheduling process
making it 60% faster. Utilizing multichannel forecasting
tools has drastically improved their estimates for inbound
contact volumes and helped them ensure the right agents
with the right skills are available to handle inquiries at the
right times.
“It’s exciting to work with an organization like BAC
Credomatic that shares our vision for omnichannel
customer service to enhance overall customer experience,”
said Michael Harris, Aspect CMO. “When unforeseen
circumstances surrounding COVID-19 required a greater
reliance on digital interactions and workforce flexibility,
BAC had the solutions in place to easily step up to the challenge
