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Bright House Networks - Bright House Networks Increases Customer Satisfaction with Aspect® Customer


Presented By: Aspect


  • The Problem:
    – Position Bright House Networks as a technology leader.
    – Increase customer satisfaction.
    – Increase self-service calls.
    – Reduce internal call transfer rates.

  • Solution:
    Aspect Customer Self Service voice portal solution. From the Signature product line, Aspect Customer
    Self Service is a full-featured interactive voice response platform that automates transactions
    traditionally performed by agents and extends business hours, while at the same time delivers the
    latest advancements in speech technology, including speech recognition, text-to-speech, voiceprint
    identification, and more.

  • Result:
    – Increased customer satisfaction.
    – Increased self-service calls by 100 percent.
    – Decreased calls to live agents.
    – Reduced transfers to agents by 50 percent.

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