News : Aspect Software Named a Leader in Contact Center Interaction Management
Phoenix, AZ, USA, Oct 3, 2016 -- Aspect Software, a provider of consumer engagement, workforce optimization, and self-service solutions, announced that Aspect(R) Unified IP(R), the company’s, software-based, contact center platform has been named a leader in The Forrester Wave™: Contact Center Interaction Management (CCIM) for Large Contact Centers, Q3 2016 report. Forrester selected the eight most significant providers of large contact center interaction management solutions for evaluation.
Forrester assessed vendors against 40 criteria which were grouped into three high-level categories: Current offering, strategy and market presence. In the report, Forrester notes that the lines between CCIM, Workforce Optimization (WFO), and Customer Relationship Management (CRM) are blurring and that while anchored in voice, CCIM vendors need to ensure that they are proactively positioning themselves for non-voice channels.
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Aspect Unified IP addresses these emerging channels by providing routing, proactive contact, and agent empowerment capabilities that connect digital-first interactions to customer transaction and interaction histories, for an effortless and personalized customer journey. Aspect Unified IP can accomplish this in on-premises, hosted, or hybrid deployment environments.
"We are honored to be recognized as a leader in Forrester’s assessment of the contact center industry. Aspect Unified IP is a mission critical solution that tens of thousands of customer service agents, supervisors and contact center managers around the world trust on a daily basis," said Chris Koziol, Aspect President
Posted by Veronica Silva Cusi, news correspondent
Source: Aspect Software
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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: Thursday, October 6, 2016
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