Tag Archives: Aspect Software

50% of consumers want blend of technology and human input in retail experience, says Aspect Software research

As technology becomes an ever more prevalent part of our everyday lives, there are signs that consumers are becoming increasingly accepting of its role in their shopping experience – such as through the presence of automated self-service computer screens in-store or chatbots through the online channel. Continue reading 50% of consumers want blend of technology and human input in retail experience, says Aspect Software research

Aspect Software announces Aspect Via® 18.1

Aspect Software, a leading provider of fully integrated customer engagement, workforce optimisation, and self-service omni-channel solutions announced Aspect Via 18.1®, the latest version of Aspect’s complete customer engagement platform in the cloud. The recent release includes enhanced automated/self-service omni-channel continuity, greater enterprise integration, expanded APIs, greater data privacy, GDPR regulatory compliance features, and more. Continue reading Aspect Software announces Aspect Via® 18.1

Aspect Software announces appointment of Chris Koziol to Chief Executive Officer

Aspect Software, a leading provider of fully integrated consumer engagement, workforce optimisation, and self-service omni-channel solutions, has announced the appointment of current Aspect President, Chris Koziol, to President and CEO of the company. Continue reading Aspect Software announces appointment of Chris Koziol to Chief Executive Officer

94% of organisations recognise the importance of cloud in improving customer experience, says Aspect Software research

New research from Aspect Software and the Cloud Industry Forum has revealed that most organisations are aware of the vast potential of cloud services in enhancing the customer experience, with 94 per of respondents stating that cloud has an important role to play. Despite this widespread recognition, adoption of cloud technology for customer engagement remains low overall, with businesses needing to do more to secure the boost to competitive advantage that cloud can bring. Continue reading 94% of organisations recognise the importance of cloud in improving customer experience, says Aspect Software research

Aspect Software Brings New Omni-Channel and Operational Enhancements to Aspect® Via™ 17.1

Aspect Software, a leading provider of native customer engagement, workforce management and self-service solutions announced the release of Aspect® Via™ 17.1, the latest version of Aspect’s complete Customer Engagement Platform in the cloud. Aspect® Via™ 17.1 features enhancements to the award-winning solution across all capability areas. Continue reading Aspect Software Brings New Omni-Channel and Operational Enhancements to Aspect® Via™ 17.1

Aspect Software Appoints Tom Davies as Senior Vice President of Cloud Operations

Aspect Software, a leading provider of fully integrated consumer engagement, workforce optimization, and self-service solutions announced the appointment of Tom Davies to Senior Vice President Cloud Operations. Davies, a highly accomplished and industry-recognized operations and IT professional, will focus on ensuring Aspect’s global cloud operations deliver a world-class customer experience. Continue reading Aspect Software Appoints Tom Davies as Senior Vice President of Cloud Operations

Reputation is key for a successful portrayal of brand from the contact centre

A recent spate of consumer boycotts should impel customer service centres to improve the customer experience to avoid being the next brand to suffer this fate. The complaints include major brands such as Tesco, Argos, Ryanair and South West Trains and targets the way customer service agents have handled issues. Continue reading Reputation is key for a successful portrayal of brand from the contact centre

C-suite facing challenges in fulfilling customer engagement strategies

CxO professionals are being held back from successfully fulfilling their customer engagement strategies, despite viewing customer service as a definitive competitive differentiator. This is according to new research from Aspect Software, who suggests that the C-suite must work hard to communicate to the Board the importance of customer service in an organisation. Continue reading C-suite facing challenges in fulfilling customer engagement strategies

Fingerprint and facial recognition security vulnerabilities demonstrate the need for a different approach

A Daily Mail investigation into the strength of various technologically driven alternatives to the basic password has revealed the ease with which malignant actors can bypass these systems. According to Aspect Software, this affirms the need for organisations to approach their customer’s security with more nuance and from a more holistic perspective. Continue reading Fingerprint and facial recognition security vulnerabilities demonstrate the need for a different approach

Customer engagement is more important than increasing profit and business growth, says the C-suite

Customer engagement is one of the most highly valued business functions for the C-suite and has firmly established itself as a board level issue, according to the latest research from Aspect Software. However, there is a recognition that no system is perfect, with several steps needed to be taken in order to improve the customer contact centre and subsequently bolster the overall customer experience. Continue reading Customer engagement is more important than increasing profit and business growth, says the C-suite