Omni-Channel Customer Engagement Article

The cloud was once a murky proposition, but today businesses rely on this technological marvel to serve customers with resolute and satisfying omni-channel interactions. Whether it’s leveraging text, voice, self-service or social media it is mission critical to support each of these channels, and then some. In this light it is integral choose one’s software solution wisely, and this week a preeminent provider of omni-channel cloud contact center solutions made its software a bit easier to get you hands on.

Black Box (News - Alert) Network Services and Aspect Software announced an expanded partnership January 12 that both strengthens the affiliation and revitalizes Aspect’s channel presence and the stature of the Aspect (News - Alert) cloud portfolio. The agreement provides Black Box access to the Aspect cloud contact center armory for customers worldwide.

“Black Box has been a partner of Aspect’s for many years and serves as a trusted advisor to thousands of customers all over the globe. With this renewed partnership, Black Box can continue to offer its best-of-breed cloud solutions. We look for Black Box to be a driving force behind Aspect’s cloud momentum in the market,” said Mike Moors, Vice President of Worldwide Channel Sales at Aspect.

Per the announcement, Black Box will gain access to resell Aspect’s contact center solutions, which include Zipwire, CXP as well as Aspect WFM—all deployed via the Aspect Cloud. The cloud was once an uncharted territory, but today is a key cog in the wheel of innovation, providing customers with seamless and contextual omni-channel experiences by offering customer service an arsenal of tools. 

In addition, the most recent agreement also makes Aspect’s complete Workforce Optimization Suite, Aspect Unified IP and Aspect Hosted at Black Box’s disposal for resale.

 “Our customers are looking for robust cloud contact center technology that better addresses their customer contact and workforce optimization challenges by enabling omni-channel contact with the ability to scale as-needed,” said Mike Laughlin, Vice President of Strategic Partnerships at Black Box. “Aspect’s ability to deploy contact center solutions in any environment is a great asset to our robust suite of cloud offerings.”

Aspect’s software is special in the sense that it integrates the three key areas of customer engagement. From the back office, to WFO and customer interaction management it provides exceptional customer experiences.