Improving team engagement for better customer support

Ring, a home security company, has chosen a workforce management (WFM) solution to support its more than 1,000 customer service agents. The firm is deploying Aspect Via WFM from Aspect Software.

Jamie Siminoff, founder and CEO of Ring, says, “Home security and neighbor (what we call our customers) peace of mind are paramount with Ring. Our mission as a company is to reduce crime in neighborhoods by keeping residents connected to their homes, their families and their neighbors. Part of creating that feeling of safety is the community support we provide. Our investment in Aspect Via WFM will help improve our team members’ engagement and efficiency, empowering the team to provide the best community support possible.”

According to Aspect Software, the solution will enable Ring to more accurately and efficiently forecast and schedule inbound, outbound, blended and back-office staffing resources across channels. It features a unified, customizable browser-based agent interface.

Delivered through Amazon Web Services (AWS), Aspect Via WFM offers new capabilities through a reliable, service-oriented cloud architecture, according to Aspect. The company adds that it has completely re-factored its contact center, workforce optimization and self-service suites for AWS. 

By deploying Aspect Via WFM, Ring will eliminate the need for complex integrations to third-party solutions that are typical with premise or hosted solutions, while lowering total cost of ownership. The company will also benefit from continuous delivery of new software releases and capabilities with no disruption to their operations, according to Aspect Software.