Phoenix, AZ, USA, May 31, 2018 -- Aspect Software, a provider of fully integrated consumer engagement, workforce optimization, and self-service solutions, announced that Ventana Research, a benchmark research and business technology advisory services firm, named Aspect as a Value Index Leader in the first Ventana Research Value Index for Contact Centers in the Cloud. Aspect ranked second overall and was among the top three vendors in four of the report’s seven categories. The company ranked number one in total cost of ownership (TCO)/Return on Investment (ROI).
"Aspect’s high rating in TCO/ROI was earned because it provides useful information and services to help organizations realize the full potential of the product," said Mark Smith, Ventana Research CEO & Chief Research Officer. "The company’s new offering, Aspect Via(R) has been designed to deliver a quality user experience which contributes to its High Usability rating."
The Ventana Research benchmark found that to deliver a seamless and consistent customer experience, organizations must integrate channels of communication, share all available information among the employees and systems handling interactions, apply the same rules in all of them and maintain context as customers move from channel to channel.
The most frequently cited benefits of cloud-based contact center systems according to Ventana Research are cost savings, a reduced need for in-house resources and better financial visibility and control. Aspect Via brings together customer engagement capabilities natively in the cloud with a unified persona-based user experience/user interface. Instead of having separate servers, user interfaces and reporting, Aspect Via brings all this together with common monitoring and administration. Customers experience time to value more quickly and realize a greater return on their investment (ROI) because the challenges and complexity of integrating different systems and different products have been eliminated so capabilities interact seamlessly in the cloud. This also results in a reduced need for in-house resources and better financial visibility and control.
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.
About Ventana Research:
Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology trends and best practices that maximize organizations’ potential to perform while reducing the time, cost and risk and still achieve optimal outcomes.
Published: Friday, June 1, 2018
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