Case Study: Charter Communications achieves consolidated, cost-efficient contact centers with Alvaria (Aspect Workforce Management)

Charter Communications Progressive contact center based on sophisticated Aspect solutions

Charter Communications, a Fortune 500 provider of cable, Internet and IP services, needed to consolidate and modernize its customer service after rapid growth left call handling fragmented across roughly 300 disparate locations. That fragmentation prevented accurate tracking, forecasting and efficient staffing, making consolidation into standardized contact centers a business priority.

Charter standardized on Aspect Workforce Management and used Aspect Professional Services to integrate the solution with its existing ACDs/IVR and Microsoft-based IT stack. The rollout produced accurate forecasting and scheduling, streamlined staffing across multiple sites, reduced cost per call, improved service levels and higher customer satisfaction.

Charter Communications

Brynn Palmer

Director, Customer Experience