Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver dynamically scalable, flexible and reliable voice technologies, announces the availability of Blueworx CX as part of a partnership with Aspect Software. Aspect is an award-winning cloud provider of fully integrated consumer engagement, workforce optimization and self-service solutions.
The partnership combines market-leading technologies essential to creating a modern IVR (Interactive Voice Response) experience: Blueworx Voice Response and Aspect’s CXP platform enhance customer solutions with features like dynamic personalization, real-time analytics and support for Omni-channel applications across voice, web chat, SMS, social media messaging platforms, and mobile web applications. This powerful combination provides an up-to-date method of developing, deploying and managing Omni-channel self-service experiences.
“Blueworx prides itself on being one of the most reliable and scalable IVR platforms available today with thousands of ports actively running in some of the most demanding and mission critical installations. Blueworx CX enhances our ability to easily design, implement and deploy multi-channel self service solutions combined with cognitive capabilities to drive the customer experience. We look forward to a continued partnership with Aspect and delivering the best solutions for the customer experience with them,” said Denny Adams VP of Business Development for Blueworx.
Customers with existing Blueworx Voice Response solutions can leverage the Blueworx CX lifecycle management suite to modernize their IVR services without the typical rip and replace approach. Blueworx CX provides access to features like dynamic personalization and enterprise-grade business intelligence for reporting and analytics, which help increase automation rates, reduce average handling time, and provide a better customer experience. On top of that, it enables sophisticated automated services (chatbots) on digital channels such as SMS, web chat, or Facebook Messenger, allowing customers to interact with an intelligent assistant anytime or to continue using the traditional IVR, providing the customers with flexibility and self-service autonomy.
“Aspect’s Modern IVR Innovation focuses on personalization and supplementing the self-service experience with digital channels,” said Andreas Volmer, Director of Product Management, Aspect. “The partnership with Blueworx will not only enhance current IVR offerings, but it will give customers the ability to supplement their IVR solutions with digital self-service functionality like chatbots, all built within the same platform with the goal of delivering a smooth customer journey across the channels of the customers’ choice.”