Saks Incorporated - Carrying a tradition of excellent service into the electronic age

• The Problem:
  
  – Create a segmentation strategy for high-value customers and continue improving customer
  loyalty
  – Preserve brand recognition for retail divisions
  – Better manage call volumes across contact centers
  
  
• Solution:
  
  Saks Incorporated chose several applications from Aspect Software to address its business challenges,
  including Aspect® CallCenter® ACD and Aspect® Contact Server™ from the company’s Signature
  product line.
  
  
• Result:
  
  – Increased calls handled by 16 percent without adding staff
  – Created priority service for premier customers
  – Reduced average time to answer from 45 seconds to one second for premier customers
  – Decreased staffing expenditures
  – Improved agent training process