Omni-Channel Customer Engagement Article

When a customer contacts a company, they seek something rather simple, satisfaction. Whether it’s via social media, chat, self-service or the telephone, omni-channel customer engagement is mission critical in today’s society and customers expect an exceptional service. Innovation has created an environment where providing omni-channel customer support is quickly becoming status quo.

This week, The Ventana Research Technology Awards were announced, with Aspect (News - Alert) taking home the award for Customer Excellence for Aspect Via. Via tightly integrates customer engagement functions, which translates to improved capabilities.

“It is an honor to receive the Ventana Innovation Award for Aspect Via. Our development teams have created a true customer engagement center that seamlessly delivers native interaction management, workforce optimization, IVR and digital self-service capabilities through a persona-based user experience,” said Jim Freeze, SVP and chief marketing officer, Aspect.

Aspect is no stranger to the cloud, embracing this burgeoning technology for some time now. As a result, the omni-channel customer engagement provider has gained great expertise in the space and is no stranger to its innovation earning accolades. Aspect offers a robust suite of tools for the cloud contact center and beyond that equips management and agents with the ability to compete today’s cutthroat, customer service environment.

 “Customer experience and the need to provide omni-channel engagement are on many companies’ agendas, but in our benchmark research into next-generation contact center in the cloud, fewer than half (48 percent) of companies said they provide such experiences,” said Richard Snow, VP & Research Director, Ventana Research. “Aspect Via is one of the few suites that connect all these component parts, so I recommend that organizations seeking to improve agent and customer experiences look to Aspect Via to help those efforts.”

While Aspect Software is not the only player in the space, it has certainly differentiated from the pack by pushing the edge of capability, and providing a foundation for a firm to build great success – one customer at a time.