Aspect Social Gives the Contact Center Something to Tweet About
CHELMSFORD, MA, Jan 07, 2013 (MARKETWIRE via COMTEX) --
-- Partnership with Lithium Technologies combines powerful social media
expertise with contact center best practices
-- Customer-centric organizations can extend capabilities beyond
listening by turning social monologues into productive, effective
-- Cloud-based offering is purpose-built for the contact center with
social engagements supported by Aspect's unified platform for
interaction management and workforce optimization
Aspect Software, a leading provider of next generation customer contact
and enterprise workforce optimization, today announced the launch of
Aspect Social, a cloud-based offering that aligns interactions
organizations have with customers on Facebook, Twitter, blogs and
online communities with their overall customer contact operations.
Companies can move beyond passive social channel monitoring and
delivering ad-hoc responses, to empowering contact center agents to
expertly act in a disciplined, timely way on inquiries or comments in
the social sphere or even proactively engage customers in
anticipation of disruptive events such as power outages or travel
"Most companies today simply monitor social media conversations on
marketing campaigns or promotions on the social web, sometimes
responding to them but, more often ignoring them. However, as
customers increasingly turn to social networks for customer service
response interaction, organizations need to embrace social media as a
vital, two-way channel that can amplify their ability to deliver a
differentiated customer experience," says Jim Freeze, chief marketing
officer of Aspect. "By aligning social customer care with the metrics
and processes proven to work in the contact center infrastructure,
Aspect Social enables organizations to create genuine customer
advocacy by turning social monologues into productive dialogues that
grow customer loyalty."
This alignment is something organizations are calling for, as 58
percent of customer service strategy decision makers see managing
social media inquiries as their top challenge* and just 4.6 percent
say their ability to measure the overall impact of social media is
Through a partnership with Lithium Technologies, and alignment with
contact center methodology, Aspect is delivering a game-changing
social care solution. Aspect's new offering combines the strengths of
its market-leading, comprehensive customer contact and workforce
optimization platform with the Lithium Social Web(TM) product that
Lithium gained through its recent acquisition of Social Dynamx.
"Enduring customer relationships are built across multiple channels
and brands need to implement a sustainable and scalable social
strategy," said Mike Betzer, senior vice president, Lithium Social
Web. "The Aspect relationship gives us a contact center provider as
passionate as us about improving the customer experience and
increasing customer engagement to drive measurable business results.
Aspect shares our vision of seamless social customer experience and
is an excellent partner with a proven ability to combine
best-in-class technologies to deliver rich customer care solutions."
Aspect Social provides contact centers the ability to automatically
identify, prioritize and route targeted customer service-related
social media to the right contact center agent and measure the
effectiveness of their response. It provides tools and capabilities
specific to the needs of contact center agents and supervisors,
-- Role-based User Interface - Includes specific features and access
levels for agents, supervisors and managers, providing each workgroup
within the contact center the tools necessary to create customer
-- Automated Prioritization and Matching - Use of patented algorithms
that score posts for sentiment, relevancy and action-ability. Posts
are then matched and auto assigned to the most appropriate agent based
on history and skill.
-- Advanced Conversation Management - Capability to follow a conversation
thread rather than reacting to every post isolated from its context.
-- SLA-Based Metrics - Provides a way to establish and track against
social service level agreements (SLAs) such as customer satisfaction,
handle times and resolution rates so managers and supervisors have
insight into KPIs.
-- Proactive Social Engagement - Capability to proactively inform social
consumers of changes, outages or common solutions.
-- CRM Integration - Integration with CRM systems, knowledge bases and
communities to give a more comprehensive view into the customer and
provide agents with tools to provide a faster and smarter response.
"Constant innovation around delivering a superior customer experience
is an essential survival skill in today's marketplace," adds Freeze.
"In an era when consumers choose when, where and how they
communicate, businesses have a unique opportunity to rally around the
total customer experience by placing the contact center at the heart
of the customer engagement process. Aspect makes this happen by
extending the contact center's history of disciplined, measured,
customer-centric contact management to social media."
More information about Aspect Social is available here.
*According to a Forrester study, commissioned by Aspect, of
enterprise customer service strategy decision makers
Lithium and MarketingProfs "2012 State of Social Media Marketing
About Lithium Technologies
Lithium helps companies unlock the
passion of their customers. Lithium software powers amazing Social
Customer Experiences for more than 400 iconic brands including AT&T,
BT, Best Buy, Indosat, Sephora, Skype and Telstra. Lithium helps
companies grow brand advocacy, drive sales, reduce costs and
accelerate innovation to create a brand nation that redefines the
customer experience. For more information, visit
http://www.lithium.com, or connect with us on Twitter, Facebook and
our own brand nation -- the Lithosphere. Lithium is privately held
with corporate headquarters in Emeryville, Calif. and offices in
Europe, Asia and Australia.
Aspect builds customer-company relationships through a
combination of customer contact software and workforce optimization
for the enterprise. For more information, visit www.aspect.com.
Follow Aspect on Twitter at @AspectUC. Read our blogs at
Aspect and Aspect Software are either trademarks or registered
trademarks of Aspect Software, Inc., in the United States and/or
other countries. The names of other companies and products mentioned
herein may be the trademarks of their respective owners.
+1 630 227 8312
SOURCE: Aspect Software
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