Aspect Software Creates 360 Degree View of Customer

Aspect Software Creates 360 Degree View of Customer Interactions With
Introduction of Microsoft Dynamics CRM for Aspect Unified IP 
CHELMSFORD, MA -- (Marketwire) -- 12/10/12 -- 

--  Health and long-term care risk management company LifePlans selects
    Aspect(R)unified interaction management solution, unites disparate
--  Streamlined view of multichannel customer interactions integrates
    Microsoft Dynamics CRM(TM) with Aspect(R)Unified IP(R)
--  Innovation of Microsoft Dynamics CRM offering built on Aspect's
    Applications Foundation

Aspect Software, a leading provider of next generation customer contact
and enterprise workforce optimization, today announced that
LifePlans, a long-term care insurance service, risk management, and
research company, has selected Aspect's Microsoft Dynamics CRM for
Aspect Unified IP to optimize its existing Aspect Unified IP,
Productive Workforce(TM) and Microsoft Dynamics CRM infrastructure
and improve overall business processes and productivity across their
Dynamics CRM for Aspect Unified IP is a next-generation customer
contact innovation, leveraging the interaction management
capabilities of Aspect Applications Foundation and Microsoft's
foundational customer relationship management technology (Dynamics
CRM 2011). Through easier information access, intelligent customer
interaction and workflow automation, it provides call centers with
superior support for consistently providing better agent customer
interaction experiences and business outcomes, by integrating the
versatility of Microsoft's CRM platform with the core agent
empowerment and workflow automation strengths of Aspect's interaction
management solution. The Aspect Applications Foundation, which allows
easily-configured innovative solutions through packaged functional
components and APIs, enables organizations and their agents to bring
their own experience to the call center and find more effective,
efficient ways to deliver a better customer experience. 
LifePlans, a premier health and long-term care risk management
company, which assists health plans and long-term care insurers to
manage risk through innovative, evidence-based solutions, selected
Microsoft Dynamics CRM for Aspect Unified IP in order to analyze
their customer and transactional data to gain greater visibility into
their customer activity and agent workflow. Due to the company's vast
client base, and the multiple processes and transactional
requirements of each of their clients, a fragmented infrastructure
had begun to cause task and information management challenges across
the company. They saw Microsoft Dynamics CRM for Aspect Unified IP as
a solution that could bring their information and people together to
effectively collaborate and customize their desired capabilities.  
"Microsoft Dynamics CRM for Aspect Unified IP has helped us improve
customer care by creating a more efficient workflow for a better
agent-customer experience," said Steve McIsaac, LifePlans VP of
Information Technology. "Our transition to this solution was seamless
because Aspect took a hands-on approach from day one, using a project
methodology and functionality that was a perfect fit for LifePlans.
It was a highly structured process and they were very dedicated to
the implementation, helping us make everything come together and
Microsoft Dynamics CRM for Aspect Unified IP provides clients with a
single interface to deliver exceptional customer experiences by
converging the contact center and the enterprise using customer
relationship management strategies. The robust integration between
Aspect Unified IP and Microsoft Dynamics CRM provides a complete 360
degree view of customer interactions and contact opportunities as
well as contact control to maximize customer value and retention. And
in addition to enabling collaboration capabilities through IM and
presence, the solution provides synergies with Microsoft tools such
as Microsoft Lync 2010 and Microsoft SharePoint 2010. Agents are able
to more quickly find and collaborate with the most qualified experts
and access related knowledge resources, helping them speed issue
resolution and improve interaction quality and outcomes. 
"LifePlans' application of the Microsoft Dynamics CRM for Aspect
Unified IP solution really illustrates the fusion of Aspect's
collaborative customer approach and the innovative power of our
Aspect Applications Foundation," said Chris Koziol, Aspect president
and general manager, Interaction Management division. "This versatile
foundation, created by optimizing LifePlans' current technology
investment, should provide LifePlans new levels of cost savings,
productivity and business efficiencies that will help LiefPlans'
customer value and foster long-term loyalty."  
"Aspect really understands how to leverage the strength of Microsoft
Dynamics CRM by creating a truly complete and holistic view the
customer's experience," said Craig Dewar, Director, Microsoft CRM
Product Marketing. "Microsoft Dynamics CRM for Aspect Unified IP is a
true example of next-generation customer contact innovation by
providing superior support for better customer experiences and
business outcomes through easier information access, intelligent
customer interaction and workflow automation."  
More information about Microsoft Dynamics CRM for Aspect Unified IP
is available here. 
About Life Plans
 LifePlans is a health and long-term care insurance
services, risk management, and research company offering a full
spectrum of services to the health and long-term care industry. We
specialize in enhancing insurers' ability to manage the risks
associated with members who have chronic illness and long-term care
needs as well as life, critical illness and disability. We provide
underwriting risk and care management services, health risk
assessments, product development, pricing, compliance, and third
party administration. Our comprehensive network of nurses throughout
the United States and Canada serves more than 120,000 applicants,
claimants, and health plan members annually. LifePlans provides
industry-wide research and analysis to support the LTC marketplace. 
About Aspect
 Aspect builds customer-company relationships through a
combination of customer contact software and workforce optimization
for the enterprise. For more information, visit 
Follow Aspect on Twitter at @AspectUC. Read our blogs at 
Aspect, Unified IP, Productive Workforce 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
+1 630 227 8312 
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