Omni-Channel Customer Engagement Article

It seems with each new generation of customer, new challenges arise for customer service and the contact center. Currently, its millenials are steering a shift in the provision of customer engagement. Most notable in this transition is the notion of omni-channel customer engagement - an approach which puts your company in a position to address customer need in a manner of the customer’s choosing – i.e. SMS, chatbots, self-service or telephone.

Aspect Software has been a key component in the provision of omni-channel customer engagement solutions, and in a couple short weeks, it will be unveiling its next generation customer engagement platform at the Gartner Symposium 2016.

The new release has a self-service focus, which puts Aspect’s (News - Alert) industry-leading Natural Language Understanding technology front and center to provide a next generation engagement experience. North America and European firms are finding success with the platform and the upcoming Gartner (News - Alert) event will serve as launch pad for the solution’s Asian debut, as it will now be available in India.

"Over the years, there has been a paradigm shift in the customer's needs as they are increasingly becoming independent, resulting in the adoption of self-service solutions by brands to re-imagine customer service and enhance customer experience. We have done an in-depth study of multiple markets and have identified that smartphone adoption is driving some key customer preferences trends across the globe. With launch of the next gen customer engagement platform in India, we aim to tap these trends and empower enterprises with tools that will help them enable and engage their customers and stay ahead," said Sanjay Gupta, Head-Cloud Business, APAC & ME and Managing Director - India & ME, Aspect Software.

Millenials are a fickle bunch, surely with a method to their madness, but simply unlike any generation to come before. Serving as impetus for the next generation of customer service solution, millennials are making the customer experience a little better for all.

Aspect’s success is built on a foundation of award-winning engagement solutions, what are you doing for omni-channel efforts?