RegioCom, a German service provider focused on commercial and IT processes as well as software solutions for utilities, relies on Aspect solutions for their customer care. Since the beginning of the year it has deployed the latest version of the Aspect Unified IP software platform, ensuring availability and service quality for its customers.
In recent years, RegioCom has successfully established itself as a full service provider in the utility industry. With approximately 2 000 employees (1 000 of which are clerical staff at the customer service centre sites in Magdeburg and Hanover), the company is one of the largest utilities service providers in Europe.
RegioCom’s services portfolio covers the entire range of customer communication and interaction for the utility sector: from meter and energy data management, to billing, supplier change, customer care, both over the telephone and in writing, to claim management and debt collection.
“We have successfully been working with Aspect solutions for many years,” Klemens Gutmann, says MD of RegioCom.
“Due to very good experiences with the Aspect Automatic Call Distributor we remained loyal to Aspect when we expanded further. This applies to the recording and quality management solution, Aspect Quality Management, which we installed in 2010 and also to the incremental migration to a unified multichannel software platform, a journey we started in 2011.
“The solution helps us to address expanding current and future needs. The flexibility of Aspect is reflected – among other things – in the fact that the quality management solution is integrated with the ACD, which we currently still use for 40 percent of our agents, as well as with the new 7.1 version of Aspect Unified IP. This means we benefit from continuity and progress at the same time.”
Aspect Unified IP is a comprehensive, software-based unified platform that includes features that address what many companies say is the most challenging business capability – effectively managing and delivering differentiated customer service in light of consumer demand for expanded choices in communication channels.
It provides robust performance in a highly available and scalable architecture. The solution enables convenient and flexible interaction management, and improves operational efficiency and cost savings. With Unified IP 7.1, Aspect has taken the next step in the platform’s evolution.
“Customers like RegioCom are key examples of how companies can master the transition to new technologies while leveraging previous investments,” says Stefan Jung, senior account executive, Aspect.