Aspect Software Helps Oceans Connect Improve Call Quality

Aspect Software, Inc., the world?s largest company solely focused on the contact center, announced today that Oceans Connect (United Kingdom) Limited?a London-based company that delivers outsourced services for leading UK blue-chip companies from its contact centers in India?has enhanced call quality, cut costs, improved service uptime and introduced new customer contact channels using Aspect® EnsemblePro™ software from its Unified IP™ product line.

Oceans Connect uses the unified capabilities of the Aspect EnsemblePro solution to answer, prioritize, route and report on all inbound and outbound customer calls for its clients. The company handles over half a million calls per month and processes product orders worth hundreds of millions of pounds each year. Oceans Connect?s Aspect EnsemblePro servers are co-located with all of the company?s other technical resources at two data centers in the UK.

The UK outsourcer chose the VoIP-enabled Aspect EnsemblePro software as its solution to call-quality problems. As Adarsh Sethia, managing director of Oceans Connect, explains, ?TDM telephony circuits between the UK and India cause many call-quality issues. Blips on the circuits can lead to calls being lost half-way through. Our main aim of moving to VoIP technology was to create ?uninterrupted conversations? by operating a fully redundant system. Today, if one VoIP link fails, calls are automatically routed to a second VoIP link. In the unlikely event that link also fails, we can switch to a third VoIP link?with the whole process being imperceptible to both parties on the line. This gives us a significant quality advantage over our competitors in India who use traditional telephony solutions.?

Oceans Connect has 500 customer service advisors based at its facilities in India. Its UK clients include major blue-chip companies in the retail, telecommunications, market research and financial services sectors. The company has realized significant results using Aspect EnsemblePro software thus far, and its customers receive consistent, high-quality service at a lower cost.

?VoIP has cut our operating costs in three key areas,? said Sethia. ?First, we save on network traffic costs, mainly through operating voice and data on the same IP link. Second, we no longer need to purchase the expensive multiplexers required when running TDM-based services, and that also means that the cost of trialling new services with clients has dropped considerably. A service trial with a new client used to cost in the region of £250,000. A similar trial now costs around £25,000. Third, our cost of ownership has fallen significantly through the use of standards-based software solutions.?

?As leading companies with high-quality service reputations to protect strive to reduce their contact centre operating costs, they often turn to outsourced service providers like Oceans Connect,? said Isabel Montesdeoca, Aspect Software?s senior director of marketing, Europe and Africa. ?Aspect EnsemblePro software can give outsourcers a competitive advantage because it helps them to pass both cost savings and quality service on to their clients. Oceans Connect, its clients and their customers are all benefiting from this technology.?

Aspect EnsemblePro software incorporates a robust set of core features that support sophisticated contact strategies for both traditional voice and VoIP. The solution offers multiple applications including an automatic call distributor (ACD), voice portal, quality management and recording, Internet contact and unified reporting and administration in a single offering.