Aspect (News - Alert) Software, a provider of hosted contact center and workforce optimization solutions, announced that Spanish company STD-Multiopción has implemented Aspect Social to meet the rising demand from customers for integrated social customer care in the contact center.

STD-Multiopción was looking for a unified multi-channel contact center solution that would incorporate management of social channels into its overall contact center services. This way, its clients can analyze and respond to conversations, conduct market research and proactively distribute service messaging to customers.

The solution is primarily designed to benefit STD-Multiopción’s banking and retail customers.

With Aspect Social, Aspect’s cloud-based offering, STD-Multiopción hopes to be able to apply contact center best practices, metrics, and tracking to their clients’ customer service activities.

Like other communications methods such as e-mail and SMS, social media is becoming a vital communications channel between companies and their customers, so the contact center is the natural location to manage these interactions. 

“With Aspect Social, Aspect provides us with a single tool that seamlessly integrates into our existing contact center service operations to allow efficient monitoring of, and response to, the social conversations of our clients’ customers,” said Fran Muiños, social media manager at STD-Multiopción.

Aspect Social is designed to give contact centers the ability to move beyond passive monitoring of social channels and ad-hoc responses. It helps proactively engage customers in instances such as power outages, travel delays or service interruptions.

The solution automatically identifies, prioritizes and routes social conversations to the appropriate agent and measures the effectiveness of the response, providing specific tools and skills for responding to the needs of the contact center’s agents and supervisors.

“By aligning social customer care with the metrics and processes proven to work in the contact center infrastructure, Aspect Social enables organizations to create genuine customer advocacy and grow customer loyalty,” said Chris Koziol, president and general manager of Interaction Management at Aspect.