News : Aspect Software Introduces Experience Continuity Contextual Consistency
Mumbai, India, May 13, 2015 -- A new study from Aspect Software found that the top customer service frustration for consumers today is that the consumers have to repeat themselves multiple times to multiple people via multiple channels - ahead of being transferred and ahead of not getting any issue resolution at all. To help companies address this growing pain point, Aspect, a provider of customer interaction management, workforce optimization, back-office and cloud solutions, announced Aspect Experience Continuity™, an intelligent customer interaction platform that provides context and continuity when moving from self-service to live-service, switching between channels, or when switching between proactive outbound communication and inbound service inquiries.
The Experience Continuity platform is included in the upcoming release of Aspect CXP 14.1.
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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: Friday, May 15, 2015
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