Westford, MA, USA, Sept 8, 2020 -- Aspect announced plans to integrate its enterprise contact center dialer products with Google’s newly introduced Verified Calls service. The new service aims to solve the problem of differentiating legitimate inbound calls versus spammers in the following ways:
Branding: It shows the brand’s logo or identity, which helps aid recognition and recall
Verification: It signals a business has been authenticated, so its identity is legitimate
Context: It gives the consumer the information they need, including the reason for the call
Consumers still rely on voice calls to communicate with businesses. According to our recent report, the Aspect Consumer Index 2020, it’s the preferred interaction channel when urgency, security or privacy is critical. Herein lies the fundamental issue: customers often don’t answer calls if they don’t recognize the number. It’s easy for spammers to disguise themselves as legitimate callers. Google’s Verified Calls service addresses this key business problem.
"We integrated Google’s new feature to facilitate good calls," said Michael Harris, Aspect Chief Product Officer and CMO. "Our enterprise customers are among the largest financial institutions in the world and they need to reach their consumers. Likewise, consumers need to answer those calls with confidence. We view Verified Calls as a giant step in the right direction."
Posted by Veronica Silva Cusi, news correspondent
About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
Google Inc. is an American multinational public corporation invested in Internet search, cloud computing, and advertising technologies.
Published: Thursday, September 10, 2020
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