Omni-Channel Customer Engagement Article

Fresh on the heels of unveiling Via and Mila comes the announcement of some roster moves to the customer engagement expert’s lineup. Aspect (News - Alert) is heavily invested in the cloud, and as such is committed to expanding partnerships and the presence of the Aspect Cloud. As innovation in technology is steering much of the industry, there still needs to be an able captain at the helm of the ship.

Recently, Aspect appointed Sanjay Gupta as Head of Cloud Business in Asia Pacific & Middle East as well as Managing Director of India and Middle East; Shilpi Puri was promoted to Senior Director, Strategic Alliances & Partnerships, Asia Pacific & Middle East; and Richard Loberas was promoted to Head of Sales for ASEAN and Korea.

"People are the foundation of everything we have achieved and everything we will achieve. As a company, we place the highest value on people and leaderships. We remain committed to work, serve and make the difference for our customers and partners. Sanjay, Richard and Shilpi are top talents who have leaned in, stepped up and helped make the difference with their proven leadership capabilities and expertise, while embracing our core values and culture," noted  Jagan Narendran, Senior Vice President for Asia Pacific and Middle East, Aspect Software.

As numerous reports continue to bang the cloud drum, it is clear that much of industry, especially the contact center will be leveraging this burgeoning technology for the future. Frost & Sullivan (News - Alert) forecasts a compound annual growth rate (CAGR) of 14.1 percent through 2021 for Asia Pacific, and a CAGR of nearly 23 percent in the ASEAN cloud contact center space – Customer service is a priority, and the cloud is the prettiest girl at the customer engagement gala.

Narendran explained, "As we build on our market momentum as a leading customer experience software provider and expand the footprint of our market-leading cloud portfolio in Asia Pacific with our strategic alliance partners, I am confident that Sanjay's dedication and experience in this industry, coupled with his proven execution capabilities, will bolster our Aspect Cloud growth in the region."

Much like a good general manager in sports, executives are tasked with putting the best fitting pieces together in a position to succeed. Aspect is poised for prosperity, and while the ascent into the cloud isn’t quite walking on the moon, customers will praise the progress in omni-channel engagement – and keep coming back.

Is your customer engagement strategy in S.O.S. mode? It may be time for the cloud…