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ABSTRACT:
To address the high costs of network operations and of deploying new centres, VAA decided to transition to a Voice over Internet Protocol (VoIP) infrastructure and upgrade its contact centre solutions to help manage its extensive growth. VAA selected Uniphi Connect, an optional module for the Aspect® CallCenter® ACD to take advantage of the cost savings of SIP based VoIP networks by connecting both public switch telephone network (PSTN) and IP agents to the Aspect CallCenter ACD and create an easy migration path to VoIP for future contact centre and remote agent deployments. Uniphi Connect consists of an agent phone for remote and onsite agents which connects to the ACD via an IP interface card and provides a consistent interface for all agents, regardless of transport method.
The company also upgraded to a newer version of Aspect® eWorkforce Management™ and its Empower enhancement package. The solution combines comprehensive forecasting, scheduling and adherence capabilities with performance and quality management to optimise performance for more than 700 agents in four contact centres. The Empower enhancement enables agents to request shift and schedule changes and provides a response directly to individual desktops, automating the scheduling approval process.
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