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

– 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

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.

– 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