Omni-Channel Customer Engagement Article

Customer service is competitive. Certainly, each business strives to satisfy customer demand and expectation with every interaction, but it’s those that develop the innovative customer service solutions today that serve as the straw that stirs the drink. Recently, The Forrester (News - Alert) Wave: Contact Center Interaction Management (CCIM) for Large Contact Centers listed some of the leaders in the space. So, if you’re an enterprise in the market to up your customer service game, this would be a good place to start.

Evaluating offerings utilizing 40 different criteria grouped into the three “high-level categories” of market presence, current offering as well as strategy and market, Forrester highlighted the Aspect (News - Alert) Unified IP platform as a cut above the market.

Chris Koziol, Aspect President noted, “We are honored to be recognized as a leader in Forrester’s assessment of the contact center industry. Aspect Unified IP is a mission critical solution that tens of thousands of customer service agents, supervisors and contact center managers around the world trust on a daily basis.”

The report specifically notes Aspect’s leadership in Interactive Text Response (ITR) on SMS, automated and agent-assisted self-service chat applications in addition to chatbots on Facebook (News - Alert) Messenger that are integrated with the contact center ecosystem.

Aspect, an expert in omni-channel customer engagement, is making moves in the maturation of non-voice channels by empowering agents, proactive contact and routing to link digital interactions and history to create a contextual, personalized experience for the customer.

 “Through personalization, self-service, and other approaches to re-inventing the customer experience, Aspect has a unique and very compelling point of view on how to address the fundamental shifts in the consumer experience market,” explained Koziol.

The Aspect Unified IP platform can easily be deployed on-premises, in hybrid or hosted environments, and is a vital component in Via – Aspect’s next generation omni-channel customer engagement solution.

The customer always comes first, and an effective way is communicating with customers on the channels of their choosing. Recent reports indicate a rise in non-voice interactions and self service, Aspect is clearly ahead of the curve.