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CONTACT CENTER UNIVERSITY LICENSES CALIAN TO OFFER COURSE CURRICULUM
Calian to introduce training methods and materials of Aspect Communications' educational group to contact center representatives, supervisors and managers in Canada
Kanata, Ontario, and San Jose, Calif., Dec. 6, 2000 - Calian (T.CTY), the leading provider of workforce productivity solutions to corporations and institutions worldwide, and Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of customer relationship portals, announce the signing of an agreement designating Calian as a Contact Center University (CCU) exclusive alliance partner for the Canadian market. An independent educational division of Aspect, CCU is licensing Calian as a partner to offer CCU's course curriculum in Canada. This alliance will enable Calian to introduce contact center representatives, supervisors and managers to CCU's methods and materials for building the knowledge and skills that will advance their professional development.
"Helping contact centers manage the retention and performance of their employees is a key competency of Calian," said Justin Ferrabee, Calian's Vice President. "By affiliating ourselves with CCU, we can offer training tools that reinforce and build upon this competency. We can help staff contact centers with personnel taught to apply the best practices and technologies available for creating profitable customer relationships for their employers."
Calian has licensed the following courses from the standard CCU curriculum for instructor-led training delivery: Contact Center 101; Customer Service 101; The Business of Contact Centers; Understanding Contact Center Technology; Recruiting, Hiring and Training; Inbound Forecasting and Scheduling; and Performance Measurement and Management.
"Our alliance with Calian will open up new opportunities for contact centers to benefit from CCU instructor-led training in Canada," said Dave Hare, Aspect's senior vice president of customer services. "The partnership will enable CCU and Calian to offer best-in-class training solutions designed to position businesses at the cutting edge of the contact center industry."
CCU tailors its approach to the unique training needs of individuals and organizations and promotes the exchange of ideas, tools and techniques in a highly interactive environment. Instructors explore effective ways of combining staff, processes and technology to create consistent, positive experiences for customers. The curriculum includes intensive coaching in staffing, performance management, equipment optimization, communication and customer service skills, problem-solving techniques, stress management and people management and motivation.
About Calian:
Calian is a workforce productivity solutions provider focusing on the business-to-employee (B2E) sector. Calian's solutions focus on all aspects of employee attraction, development and retention. Calian, through a series of strategic offerings, assists clients in attracting key resources and in taking advantage of eBusiness technologies to leverage their knowledge capital. Calian's systems engineering division provides leading-edge communications infrastructures to the telecommunications and government sectors.
Ranking among the top professional services organizations in Canada, Calian has annual revenues of more than $125 Million CDN. Investing in new markets and new opportunities, Calian now serves customers in over 14 countries on six continents through its three principal locations in North America.
About Contact Center University:
Contact Center University (CCU) is an independent business unit of Aspect Communications. CCU offers courses that provide contact center professionals with a fresh perspective on critical management concerns and keep them up to date on the practical applications of new and emerging technologies. CCU offers its partners and customers the following strategic advantages: rapid deployment of world-renowned training, access to leading-edge content, globally certified contact center trainers, existing procedures and tools, brand recognition, industry knowledge and experience, proven instructional design, content and materials, validated assessment tools and experience in delivery techniques. All CCU offerings are delivered in major cities worldwide and are also available for on-site delivery. For more information about CCU, visit the group's Web site at http://www.contactcenteru.com or call 615-221-6850.
About Aspect Communications:
Aspect Communications Corporation is the leading provider of customer relationship portals, a software platform for building and deploying eCRM applications that enable businesses to ensure consistent interactions with their customers from one centrally managed eBusiness system. Aspect's leadership position in customer relationship management solutions is based on its 15-year history and more than 7,600 customer contact center implementations. Aspect is headquartered in San Jose, Calif., with offices in major cities worldwide. For more information about Aspect, visit the company's Web site at http://www.aspect.com or call 1-877-621-3692.
Aspect, Contact Center University, and the phrases and marks relating to products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.
Statements in this press release that are not purely historical are forward-looking statements, including any statements regarding beliefs, plans, expectations, or intentions regarding the future. Examples include, but are not limited to, statements regarding Aspect's alliance with Calian opening up new opportunities for contact centers to benefit from CCU instructor-led training in Canada, the alliance enabling Calian to introduce contact center representatives, supervisors, and managers to CCU's methods and materials for building the knowledge and skills that will advance their professional development, the ability of the partnership to enable CCU and Calian to offer best-in-class training solutions designed to position businesses at the cutting edge of the contact center industry, and CCU's services creating consistent, positive experiences for customers and offering other enumerated strategic advantages on a going forward basis. Examples also include statements regarding Aspect's products' abilities to enable businesses to ensure consistent interactions with their customers from one centrally managed eBusiness system. Because such statements deal with future events, they are subject to various risks and uncertainties, and actual results could differ materially from current expectations. Factors that could cause or contribute to such differences include, but are not limited to: difficulties in coordinating the services of two companies that operate independently; any unforeseen technical or personnel difficulties; technological or market changes that affect the continued acceptance of the use of telecommunications or eCRM tools for conducting business transactions; and other factors and risks discussed in Aspect's Annual Report on Form 10-K for the year ended December 31, 1999, the company's Quarterly Report on Form 10-Q for the quarter ended September 30, 2000, and other filings with the United States Securities and Exchange Commission. Aspect assumes no obligation to update information concerning its expectations.
For further information, please contact:
Greg Strong
Vice President
Corporate Communications
Calian Ltd.
Telephone: (613) 599-8600
Jennifer Stroud
Public Relations Manager
Aspect Communications
Telephone: (615) 221-6842
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