Omni-Channel Customer Engagement Article

In today’s customer service-driven world, supporting an omni-channel approach is no small task. From ensuring the proper tools and processes to selecting personnel, everything is much easier said than done. That said, software firms are enabling workforce optimization solutions that offer a firm to worry about the important stuff, like the bottom line. Today, Frost & Sullivan (News - Alert) unveiled its 2016 Workforce Optimization Industry 2016 Global Company of the Year: Aspect Software.

“The depth and breadth of the Aspect EQ WFO suite with its market-leading features including mobility, self-service capabilities, and ease-of-use demonstrate Aspect’s (News - Alert) commitment to being a top WFO provider,” said Mike Bourke, Senior Vice President and General Manager of Workforce Optimization at Aspect. “We are honored to receive the 2016 Global Company of the Year Award in the Workforce Optimization Industry from Frost & Sullivan. It is another proof point that the developments we’ve put into the portfolio are resonating with our customers and ultimately helping them deliver better customer experiences.”

The award is given to those that display innovation, growth and leadership. The depth of the Aspect WFO suite illustrates not just robust capabilities but exceptional customer support services, which is resulting in growing adoption.

Frost & Sullivan notes several determining factors in presenting Aspect with the annual award. The introduction of “Mila,” a self-service chatbot which addresses the key demand of the Millennial generation: self-service. In addition, the depth of Aspect’s offerings in comparison with the rest of the field as well as the firm’s use of APIs adding flexibility to its solutions pushed the omni-channel customer engagement enabler over the top for the honor.

“One of the hallmarks of Aspect’s WFO suite is the depth of functionality it provides compared to the rest of the competition—particularly in the realm of flexibility and ease-of-use,” said Nancy Jamison, Principal Analyst in Digital Transformation, Frost & Sullivan. “And Mila, a self-service chatbot for the workforce, is a perfect example of how Aspect is at the forefront of WFO innovation—improving functionality of its existing products to directly address the unmet needs of its customers, as well as developing innovative new products that anticipate client needs.”

Workforce optimization is a key component to a successful omni-channel strategy. If you don’t have a solution in place, your firm could end up as yet another cautionary tale in the customer service hall of shame. Providing a seamless and contextual experience is the first step in achieving a healthy bottom line today, and securing a prosperous tomorrow.

How is your workforce optimized?