Golfbreaks.com selects Aspect to implement multi-channel contact centre, optimise Microsoft unified communications deployment
[Johannesburg, 2 April 2012] -
Aspect, a leading provider of customer contact and Microsoft platform solutions, has announced that Golfbreaks.com, one as Europe's leading golf tour operators, selected Aspect to integrate its customer relationship management (CRM) system, Web chat, voice calls and e-mail into one streamlined system.Collaborating with Dell, Aspect will implement its Aspect Unified IPv7 and workforce optimisation applications at the Windsor-based contact centre, integrated with Microsoft Lync and Microsoft Dynamics CRM, supplied by Dell.“With more customers than ever booking with us, we required a way to meet the challenge without increasing headcount, and to do more with less,” said Steve Hemsworth, Managing Director at Golfbreaks.com. “Our customer service is why people keep coming back to us, but as demand increased, the lack of channel integration was putting a strain on our agents and systems, increasing administration time. Customer preferences for the way they contact us are changing, as are the times at which they choose to contact us. We have already extended our opening hours by more than 30%; hopefully the new support for SMS and e-mail – as well as integration with our CRM system - will make booking with us easier and quicker than ever.”
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