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News : Aspect Software Ranked at Top of Ventana Research’s 2018 Value Index

#contactcenterworld, @AspectSoftware, @ventanaresearch

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.

#contactcenterworld, @AspectSoftware, @ventanaresearch

Posted by Veronica Silva Cusi, news correspondent
Source: Aspect


About Aspect Software:
Company LogoAspect 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.
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About Ventana Research:
Company LogoVentana 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.
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Today's Tip of the Day - Act On Your Customer Intelligence

Read today's tip or listen to it on podcast.

Published: Friday, June 1, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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