A Message from Aspect CEO, Stew Bloom

Hello and Welcome,

We appreciate the opportunity to expand and enhance the Aspect and Barclays relationship. We created this page to reiterate our commitment to helping you achieve your business goals, and to underscore the expertise and unique, market-leading resources we bring to the partnership.

 

One of our clear objectives is complete support of your Contact Centre in the Cloud initiative.  We are well positioned with the requisite experience and solutions to help you make the transition to a fully cloud-based contact centre infrastructure.

 

I hope you find the information engaging and helpful as you evaluate how best to move forward. I am personally available to you at any time for questions or suggestions on how we can better serve you today or in the future.

  • Vision
  • Solution
  • Commitment
  • Your Aspect Team

Our Vision for Barclays

Aspect’s vision is to help Barclays break down the walls between people, processes, systems and data, uniting resources to provide a frictionless journey for both your customers and  employees.  

Joe Gagnon, Aspect Senior Vice President and GM of cloud solutions, shares with you his thoughts on the three key areas where Aspect and Barclays can partner successfully to meet the challenges of the dynamic banking environment and the continually changing workforce and consumer demands.

  • Leveraging our workforce management capability to improve your labour performance
  • More fully engaging your customers in omni-channel solutions that include new technologies such as chatbots and natural language understanding
  • Creating a pathway to the cloud – specifically, tapping into the Amazon Web Services cloud’s scalability and reliability
A Message from Joe Gagnon, Aspect Senior Vice President and GM of Cloud Solutions and Chief Customer Strategy Officer

A Proven Solution Tailored to Barclays' Needs

Our proposed solution for Barclays is Aspect® Workforce Management (WFM) as a Hosted Service. This combines a class-leading product with a proven class-leading delivery and commercial model:

  • Proven – One Aspect customer, HMRC, manages Europe’s largest multi-channel virtual contact centre using Aspect Hosted WFM
  • Flexible – The Aspect WFM subscription pricing model is a true per-agent, per-month model with flexing beyond the stated requirements
  • Consumable – Aspect's Education Services offering allows you to consume as much training as you need over the 36-month term, including training drop-in sessions every two weeks
  • Innovative – Aspect can provide Barclays with innovative solutions, such as mobility solutions and text bots for managing staff requests for time off, shift bids, etc.
  • Reliable – World-class service level guarantee backed by a service credits regime
Introduction to Workforce Optimization
Aspect Workforce Management provides industry-leading capabilities for forecasting workloads, developing schedules, assigning agents and tracking intraday performance. 
  • Ensure the highest workforce productivity with a modern, intuitive icon and widget-based user interface
  • Review multiple scenarios and create schedules that meet your needs and resource limitations, before making the best schedule official
  • Get a single view of all employee data such as group assignment, schedule preference, skills and seat reservations
  • Receive alerts when performance falls below prescribed thresholds then store, analyse and report on those alerts
  • Model multiple simultaneous chat and email sessions with inbound and outbound voice to understand the trade-off between service level and staffing level 

Our Commitment to Barclays' Success

Aspect is fully committed to a partnership with Barclays Group involving the joint exploration and application of innovative technology solutions for fraud management and customer engagement to help you achieve your near and long-term business objectives. 

  • Aspect has invested significantly in resources assigned to our Barclays relationship, both in the UK and North America
  • We have jointly invested in architects to develop a feasibility study on Barclays migrating their contact centre environment to the cloud
  • Aspect and Barclaycard are evolving our relationship in fraud management and expanding the way our technology is being used by the card provider
  • Barclaycard's Data Management group, in conjunction with Aspect, is working to migrate to the latest version of Aspect® Performance Management (APM)
A Message from Stephen Ball, SVP Sales

Your Aspect Team Is Here to Help

Our engagement with Barclays internationally is lead by your Client Director David Gumbs. Your Barclays team includes 15+ highly skilled professionals with extensive experience defining, designing and deploying fraud management, customer engagement and workforce optimization solutions on a global basis.

Barclays' Current Use of Aspect Solutions

Expertise in Banking and Beyond

4 of the 5 top commercial banks

drive customer engagement using Aspect Software for contact centre and workforce management. Aspect powers 1.5 million agents across 80+ countries and over 100 million daily transactions. 

Aspect's global cloud

is one of the largest hosted multi-channel communications platforms in the world, spanning data centres across North America, Europe and Asia. 

For over 40 years,

Aspect has been helping enterprises and customers better communicate and collaborate around the customer experience.

With more than 700 patents

 or patents pending, Aspect has a long history of advancing consumer engagement technology and driving “ state of the art” forward through ongoing innovation and R&D investment. 

Recipient of numerous industry awards

and recognitions, including 2016 awards for workforce optimisation company of the year, Number one global workforce management market share, technology innovation award for Aspect Via & 2017 Best-of-the-Best professional services organisation (PSO) award. 

Read the Case Study
British Retail and Commercial Bank Case Study
Read the eBook
5 Ways Financial Institutions Can Bank on SMS
See the Infographic
Banking on Digital Disruptors

Banking Solutions in Action

A Day in the Life: Financial Services from Aspect Software
Creating Trust in a Digital, Omni-Channel World
Try the demo
Money Transfer: Interactive Text Response
Try the demo
Experience Continuity During Money Transfer Transaction
Try the demo
Omni-Channel Experience Continuity for Banking - Debit Card Activation

Focus on Agent Engagement

Businesses who use Aspect workforce solutions enjoy benefits such as:
  • Empowered Work/Life Balance – Mobile apps provide self-service capabilities to employees for anywhere access to important information, schedules and related requests
  • Seat Management – Aspect Workforce Management provides the capability to be part of a team, an essential capability for managing a large environment
  • Scheduling Agility – The ability to create, interact and set preferences against innovative scheduling options, with numerous different platforms to engage with the information
  • Performance Ownership – Interactive dashboard and information to manage personal contribution to goal
  • Proactive Behavioural Management – Real-time adherence takes the management of compliance from a reactive conversation to a proactive opportunity
Teletech Workforce Management Case Study
Read the eBook
Happy Agents, Happy Customers
Read the Data Sheet
Aspect Mila: My Interactive Language Assistant
Read the Data Sheet
Aspect Workforce Mobile
Meet Aspect Mila: The Automated Agent Personal Assistant
Aspect Workforce Mobile: Agent Functionality Demonstration

A Solution for Your Future

Aspect Via is a true omni-channel platform, designed and built for the cloud, enabling Barclays to:
  • Intelligently route contacts to the correct resource, whether an agent, bot, video or document resource, using both internal and external data attached to the contact
  • Provide complete cradle-to-grave reporting and analytics, including customer journey mapping, allowing you to truly understand your customer
  • Deploy within the world’s foremost cloud infrastructure, Amazon Web Services (AWS), to take advantage of the scalability, security and ease of implementation that such a platform provides
  • Support a hybrid deployment, allowing easy integration with both Aspect and 3rd party products, whether they are located within Aspect’s Cloud or Hosted environment, Barclays Cloud AWS or Cloud environment or on Barclays premises
  • Take advantage of an open standards based integration platform for call routing, campaign management or workforce management integration, as well as desktop or customer interface, or media platform integration (voice, SIP, SMS, OTT, video, etc.)
Watch the Videos
Aspect Via Video Library
Read the Brochure
Aspect Via Customer Engagement Center Brochure
Read the eBook
From Contact Centre to Customer Engagement Centre

A 40+ Year History of Award-Winning Solutions

Aspect is proud of the recognitions we’ve received recently for our technology and innovations. Here are just a few…

  • Named Frost & Sullivan Workforce Optimization 2016 Global Company of the Year
  • Ranked #1 by Pelorus Associates in 2016 Global Workforce Management Market Share
  • Placed in the Leader’s Wave in the 2016 Forrester Wave for Large Contact Centers Report
  • Named Ventana Research 2016 Technology Innovation Award Winner for Customer Excellence
  • Received 2017 Best-of-the-Best Professional Services Organization from SPI Research
Visit the Aspect Accolades page to see the full award details.

Aspect Presentations to Barclays

Review the Presentation
Aspect Hosted WFM Proposal Review – 31 January 2017
Review the Presentation
Barclay’s WFM Workshop – 6 March 2017
Review the Presentation
Aspect Via Overview – 6 October 2016
Review the Presentation
Barclays-Aspect Performance Management Session – December 2016 
Review the Presentation
Aspect Verify Session – December 2016
Review the Presentation
Barclays -Aspect Engagement Model – October 2015