Welcome!

News Feed Item

Aspect Software Helps Monitronics Enhance Its Customer Experience With Aspect Workforce Management

PHOENIX, AZ -- (Marketwired) -- 05/01/14 --


  • Aspect Workforce Management delivers historical performance tracking, real-time agent performance and schedule adherence for Monitronics contact centers

  • Provides visibility into drivers that increase agent engagement, leading to a better customer experience, and lower operational cost

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced that Monitronics, one of the nation's largest and fastest-growing home security alarm monitoring companies, selected Aspect Workforce Management to help manage their contact center personnel, enabling the company to react in real-time to the changing demands of their customers.

In Monitronics' recurring services model, reducing customer attrition is one of their biggest levers in driving shareholder value. With the changing demands of 1 million customers, "Monitronics needed a workforce management solution that could scale as the company continues to grow year-over-year. The efficiency benefits of Aspect Workforce Management have allowed us to focus our time on delivering exceptional customer experiences, high levels of employee satisfaction and cost control," explained Torrie Marshall, Manager of Workforce Management at Monitronics. "For example, our Alarm Response Center (ARC) monitors thousands of potential life-safety and property loss events each and every day. We need to make sure we have the right people in the right place at the right time while a customer may be facing a life-threatening situation. We are able to successfully reach our service delivery goals by utilizing the Aspect solution, which provides us with insights into actionable trends that we use to more accurately forecast call patterns and staffing needs in our call centers."

Monitronics set out to provide every customer with the same positive experience through properly staffed call centers, regardless of when their call is taken. The Aspect Workforce Management solution helps them to identify gaps and trouble spots throughout any given day and any given hour. This is important because it allows Monitronics to literally measure, calculate, and forecast trending service level needs, by the hour. Because the Aspect solution has given them the opportunity to focus their efforts on service level consistency, they can truly treat every call received with the same level of importance. They hold themselves to high service delivery standards and strive to bring peace of mind to customers in all their call centers by providing a personal touch and reliable, dependable assistance customers expect. They understand that building a positive customer relationship doesn't happen overnight and requires the consistent ongoing efforts that Aspect has helped them provide.

"Leading organizations like Monitronics understand that in order to deliver exceptional customer experiences, they need to have all contact center functions and team members aligned and working with the same standards," says Spence Mallder, Senior Vice President of Workforce Optimization at Aspect. "Organizations are competing in an omni-channel marketplace with the need to plan and deploy the right agents, at the right time. Aspect Workforce Management ensures that every agent and supervisor is productive, engaged and delivering remarkable customer care."

Aspect Workforce Management ensures that contact centers have the right agents, with the right skills, at the right time and helps plan and manage the performance of inbound, outbound and blended staffing resources across all customer channels. The software's core forecasting, scheduling and tracking capabilities allow organizations to accurately project future staff requirements to support customer demand, create efficient single and multi-skill staffing plans, evaluate schedule efficiency, monitor staff performance and adjust resources to meet changing demand in real-time.

To view the full case study, please visit: http://www.aspect.com/resourcecatalog/monitronics-cs.pdf

About Monitronics International, Inc.
A subsidiary of Ascent Capital Group, Inc., Monitronics is one of the nation's largest and fastest-growing home security alarm monitoring companies. Headquartered in Dallas, it provides monitored home and business security system services to over 1 million residential customers and commercial clients through its network of independent Authorized Dealers in the U.S., Canada and Puerto Rico.

About Aspect
Aspect's fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world's most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

Aspect, the Aspect logo, are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

Add to Digg Bookmark with del.icio.us Add to Newsvine

Tim Dreyer
+1 630 227 8312
Email Contact

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

Latest Stories
Data is an unusual currency; it is not restricted by the same transactional limitations as money or people. In fact, the more that you leverage your data across multiple business use cases, the more valuable it becomes to the organization. And the same can be said about the organization’s analytics. In his session at 19th Cloud Expo, Bill Schmarzo, CTO for the Big Data Practice at EMC, will introduce a methodology for capturing, enriching and sharing data (and analytics) across the organizati...
DevOps at Cloud Expo – being held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Am...
IoT is fundamentally transforming the auto industry, turning the vehicle into a hub for connected services, including safety, infotainment and usage-based insurance. Auto manufacturers – and businesses across all verticals – have built an entire ecosystem around the Connected Car, creating new customer touch points and revenue streams. In his session at @ThingsExpo, Macario Namie, Head of IoT Strategy at Cisco Jasper, will share real-world examples of how IoT transforms the car from a static p...
The vision of a connected smart home is becoming reality with the application of integrated wireless technologies in devices and appliances. The use of standardized and TCP/IP networked wireless technologies in line-powered and battery operated sensors and controls has led to the adoption of radios in the 2.4GHz band, including Wi-Fi, BT/BLE and 802.15.4 applied ZigBee and Thread. This is driving the need for robust wireless coexistence for multiple radios to ensure throughput performance and th...
The many IoT deployments around the world are busy integrating smart devices and sensors into their enterprise IT infrastructures. Yet all of this technology – and there are an amazing number of choices – is of no use without the software to gather, communicate, and analyze the new data flows. Without software, there is no IT. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists will look at the protocols that communicate data and the emerging data analy...
I’m going to cry tonight, long and hard. I’ll do so as I remember and mourn Jeremy Geelan. I knew Jeremy for almost 20 years, from the time he showed up one day at Cloud Expo’s headquarters in Bergen County, New Jersey, and went to work. The show wasn’t called Cloud Expo then, of course – it was still known as Java Edge, a pioneering event that grabbed developers, architects, and enterprise IT users alike for twice-yearly confabs. Jeremy didn’t have a job there, or even a job offer. He was s...
SYS-CON Events announced today that China Unicom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. China United Network Communications Group Co. Ltd ("China Unicom") was officially established in 2009 on the basis of the merger of former China Netcom and former China Unicom. China Unicom mainly operates a full range of telecommunications services including mobile broadband (GSM, WCDMA, LTE F...
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.
Big Data has been changing the world. IoT fuels the further transformation recently. How are Big Data and IoT related? In his session at @BigDataExpo, Tony Shan, a renowned visionary and thought leader, will explore the interplay of Big Data and IoT. He will anatomize Big Data and IoT separately in terms of what, which, why, where, when, who, how and how much. He will then analyze the relationship between IoT and Big Data, specifically the drilldown of how the 4Vs of Big Data (Volume, Variety,...
Video experiences should be unique and exciting! But that doesn’t mean you need to patch all the pieces yourself. Users demand rich and engaging experiences and new ways to connect with you. But creating robust video applications at scale can be complicated, time-consuming and expensive. In his session at @ThingsExpo, Zohar Babin, Vice President of Platform, Ecosystem and Community at Kaltura, will discuss how VPaaS enables you to move fast, creating scalable video experiences that reach your...
In his session at @DevOpsSummit at 19th Cloud Expo, Robert Doyle, lead architect at eCube Systems, will examine the issues and need for an agile infrastructure and show the advantages of capturing developer knowledge in an exportable file for migration into production. He will introduce the use of NXTmonitor, a next-generation DevOps tool that captures application environments, dependencies and start/stop procedures in a portable configuration file with an easy-to-use GUI. In addition to captu...
All clouds are not equal. To succeed in a DevOps context, organizations should plan to develop/deploy apps across a choice of on-premise and public clouds simultaneously depending on the business needs. This is where the concept of the Lean Cloud comes in - resting on the idea that you often need to relocate your app modules over their life cycles for both innovation and operational efficiency in the cloud. In his session at @DevOpsSummit at19th Cloud Expo, Valentin (Val) Bercovici, CTO of So...
SYS-CON Events announced today that Pulzze Systems will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Pulzze Systems, Inc. provides infrastructure products for the Internet of Things to enable any connected device and system to carry out matched operations without programming. For more information, visit http://www.pulzzesystems.com.
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...
SYS-CON Events announced today that Secure Channels will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. The bedrock of Secure Channels Technology is a uniquely modified and enhanced process based on superencipherment. Superencipherment is the process of encrypting an already encrypted message one or more times, either using the same or a different algorithm.