News : Aspect Enhances Cloud Solution Zipwire
Johannesburg, South Africa, Sept 17, 2015 -- Aspect Software has announced customer and agent experience enhancements to Zipwire, the company’s 100% cloud contact centre solution.
The enhancements improve customers’ ability to engage on a variety of communication channels and the new Agent Desktop features improve agent interactions by helping to create better efficiency, productivity and performance.
"To the consumer, a customer journey is not a string of events in isolation, it is one continuous conversation. So when their "info" is not carried from interaction to interaction, in the consumer’s eyes, that conversation becomes fractured and frustrating," says Joe Gagnon, senior vice-president and GM: Cloud Solutions at Aspect. "Our latest enhancements to Zipwire not only address a growing consumer desire for mobile and self-service based experiences, they also address the demand to have interaction continuity between channels. We recognise that creating a great customer experience requires an equally outstanding experience for the agent, too."
Posted by Veronica Silva Cusi, news correspondent
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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.
Published: Tuesday, September 22, 2015
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