Company Overview

Aspect Software is a leader in providing award-winning contact center platform and self-service/IVR, workforce management, and digital consumer engagement solutions. Aspect’s IS recently completed phase 1 of a multiyear initiative to automate unwieldy service management processes, streamline monitoring of customers’ cloud infrastructure and software, and communicate seamlessly across the service desk, the service operations center (SOC), and customer care team to enhance customer interactions.

The Challenge

In the past, the service desk, the SOC, and the customer care organization were limited in their ability to collaborate and share information about alerts, issues, and incidents. The SOC, which keeps customer cloud environments up and running, was bombarded with 12,000-plus alerts every day from 23 disparate alerting systems. The IS organization needed a platform that could “filter out the noise,” consolidating alerts, automatically generating incident tickets when appropriate, and keeping all stakeholders up to date on ticket status.

The Choice

In phase 1, Aspect Software implemented BMC Helix Remedyforce. BMC Helix Remedyforce enabled IS to consolidate alerts from the 23 monitoring tools and feed them into its dashboard. With a single repository for viewing, managing, and acting on alerts, the staff catches critical alerts instantly and no longer wastes valuable time. The solution also converts alerts to incidents, automatically generating tickets and dispatching them to the right groups for prompt resolution.

The Results

With BMC Helix Remedyforce, Aspect Software is benefiting from automated processes and integrations that boost efficiency and productivity:

• Natural process flows engage the right teams to accelerate incident and problem resolution
• Alert consolidation has reduced noise by 55%, focusing attention only on the critical alerts
• Efficient alert management, detailed reporting, immediate incident status, automated updates to customers, and integration with messaging and notifications continually save hours of staff time