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 is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
Published: Tuesday, September 22, 2015