Omni-Channel Customer Engagement Article

Aspect (News - Alert) Software has agreed to expand its relationship with HCL Services. According to the new arrangement, Aspect will seek to improve the reach of its call center software in the regions of Singapore and the Middle East by funneling HCL contacts in those areas.

HCL, a distributor of information technology software such as call center programs, has previously worked with Apsect in India. Their relationship has had time to settle, and it appears everything is running smoothly enough to warrant a movement into new areas of the globe. HCL will continue to represent what it feels are the best products on the market while Aspect can see growth through its ties to a dedicated business partner.

Madhavan P., the senior vice president of office automation at HCL, commented on the nature of the pair’s dealings:

“This is in line with our mission to add utmost value to our customers by providing them the choice of best-in-class solutions through leading edge capabilities and solutions, thus accelerating their digital transformation.”

Furthermore, Sanjay Gupta, the head of Aspect’s cloud business in the Middle East, added his own touch:

“Our relationship with HCL is now vigoured with a larger solution portfolio to resell, where we aim to work with enterprises and help them deliver exceptional customer experiences through innovative omni-channel and self-service solutions. Our complementing synergies will fulfill the complex requirements of any contact center, with Aspect delivering full-feature customer engagement solutions and HCL serving the integration needs.”

HCL will get its hands on a number of pieces of software to distribute to its clients. This includes Aspect’s Unified IP contact center and its self-service and workforce optimization applications. Aspect announced this past October that it had been honored with a spot in a recent Frost & Sullivan (News - Alert) Industry Quotient Matrix for its advancement of contact centers in the Asia-Pacific region. Its Unified IP was named in the report as one of the highlights of its portfolio.

Aspect’s success in other areas of the globe has the potential to replicate itself. If Unified IP and its brethren positively affect customers in Middle East, this partnership growth with HCL will prove worth the effort. Of course, HCL will have to play its part in the process as a dedicated reseller. Given the pair’s past dealings, there is no doubt that any lack of effort will come forth.