CHELMSFORD, MA — (Marketwire) — 01/12/12 — Aspect, a leading provider of and , today announced that its customer HarborOne, a top credit union in the United States, has received the 2011 Business Collaboration Leadership Award from Ventana Research, a business and IT research and advisory services firm. HarborOne received the Business Technology Award for Business Collaboration for their multichannel customer contact strategy and for leveraging unified communications and collaboration (UC&C) technologies to consistently deliver the best possible service to customers and to grow the credit union-s business.
Ventana Research-s Business Technology Leadership Awards recognize individuals and organizations that have notably improved the effectiveness of their people and processes through use of major technology. The Business Collaboration Award recognizes an individual or team that has enabled business collaboration technology.
“We-re delighted to have been recognized by Ventana Research for this award, especially as collaboration within our own organization has been a key component to delivering the best service to our customers,” said Wayne Dunn, senior vice president and CTO, HarborOne. “Through the combination of UC&C technologies from Aspect and Microsoft, we have laid the framework and foundation for the next generation of customer contact and continue to explore new and innovative ways to always better our business.”
Challenged by legacy and disparate systems, HarborOne was in need of a customer contact solution that offered ease of use and manageability, extensive yet simple reporting options, call monitoring and recording, as well as skills-based routing and the ability to track calls through resolution. The credit union needed to leverage the virtualized infrastructure already built, as well as utilize its existing Microsoft Lync platform. The initiative was to build an intelligent, customer-centric enterprise connected and empowered by unified communications (UC) and other vital next-generation business technologies to improve the effectiveness of activities and the outcomes of the organization.
HarborOne ultimately chose Seamless Customer Service from Aspect which unites inbound routing and voice portal capabilities to reduce cost-per-customer inquiry through Aspect-s next generation customer contact platform, Aspect® Unified IP®. This was chosen as it integrates tightly with Microsoft Lync, enabling real-time, collaborative information sharing between agents, enterprise experts, and even customers and external partners. With this solution, HarborOne achieved a dramatically improved, future-ready, enterprise-wide communications framework that tightly links Business, IT and Operations processes and speeds informed collaboration and decision making. This translates to more efficient and effective customer service and interlinks all employees as potential real-time contributors to the customer experience.
“HarborOne is a great example of an organization really taking that next step by tapping into the enterprise and using UC&C to deliver exceptional results,” said Serge Hyppolite, vice president of product management, Aspect. “We congratulate them not only with the award, but the continual effort and demonstration of thought leadership within the industry.”
The benefits of becoming a collaborative and connected enterprise are widespread and shared, day-to-day, across the entire organization. Contact center operations and IT have experienced the greatest direct value as the frontline influencers of the customer experience. Streamlined business processes, powered by unified communications and collaboration technologies, allow agents, supervisors, administrators and IT support staff to perform their specific roles more efficiently and effectively, in line with KPI targets and broader business objectives.
Other significant benefits at HarborOne include:
Saving an estimated $150,000 by replacing its legacy data lines with SIP trunking
Approximately $100,000 savings on travel costs by using Microsoft Lync and Aspect for video and web conferencing capabilities
Reduced missed customer calls by 2-3 percent within the first two months of customer contact solution-s deployment
“HarborOne should be congratulated on advancing the methods for multichannel customer contact by using Aspect technology in their organization,” said Mark Smith, CEO and Chief Research Officer, Ventana Research. “Through the enablement of using unified communications for business collaboration, customers can be assured they are getting the access and interactions they deserve, leading to providing a great customer experience. A strong partnership between the organizations and the deployment helped them receive the Ventana Research Leadership Awards for 2011.”
With $1.8 billion in assets, HarborOne Credit Union is the largest state-chartered community credit union in New England and one of the top 100 in the country. Our common bond includes people living or working in Bristol, Norfolk, Plymouth, or Barnstable counties. We serve the financial needs of consumer and business banking customers through a network of 14 full-service branches, and a mortgage office in Centerville. We also operate a limited-service high school branch at Brockton High School, and 13 free-standing ATMs in addition to an ATM at every full-service branch.
HarborOne was established in 1917 as Brockton Credit Union, and has grown to its present size with offices in Brockton, Abington, Attleboro, Mansfield, Middleboro, Randolph, Easton, Canton, Plymouth, Raynham and Bridgewater. To better position itself for future growth, the Credit Union changed its name to HarborOne in 2004. HarborOne continues to be a local leader in a competitive banking environment. We are chartered by the Commonwealth of Massachusetts and regulated by the Massachusetts Division of Banks. Deposits are insured by the National Credit Union Administration and the Massachusetts Share Insurance Corporation. (NCUA / MSIC). We have been awarded an Outstanding rating for our Community Reinvestment Act (CRA) efforts for the past five rating periods (since 1995).
Aspect builds customer relationships through a combination of customer contact software and Microsoft platform solutions. For more information, visit .
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Aspect, Seamless Customer Service, Unified IP and Aspect Software 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.
Tim Dreyer
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