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Frontier Communications - Thinking Out of the Box with Powerful Tools; Using Aspect Software™ to Improve Customer Service and Employee Morale


Presented By: Aspect


  • The Problem:
    – Improve customer service without investing in additional contact center technology or staffing
    – Reduce busy signal notifications

  • Solution:
    More efficient use of the functionality present in Aspect® CallCenter® ACD, a high-volume call routing
    solution; and Aspect® eBusiness Architect™, a complete development environment for building,
    debugging, and analyzing process flows that is included with the Aspect® Enterprise Contact Server™,
    a business communications platform.

  • Result:
    – Reduced busy signals
    – Increased availability and improved service levels
    – Reduced queue time
    – Higher employee morale

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