Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced that it has entered into an agreement to deploy Salesforce’s ServiceCloud, a cloud-based customer knowledge delivery technology in order to bolster its customer service and support. Striving to implement best-in-class processes and technologies, ServiceCloud will aid in Aspect’s customer support and knowledge management functions.
“With the ServiceCloud technology as a foundation, Aspect has embarked on a transformational initiative involving all of our service and support practices including people, process, knowledge and collaboration,” says Gwen Braygreen, SVP Aspect Technical Services. “The result will be greatly improved awareness, responsiveness and, ultimately, service delivery. Customers attending the Aspect Customer Experience (ACE) this year can expect to hear more about this initiative at the conference.”
The larger aim of the ServiceCloud project is to empower Aspect customers, partners and employees by providing:
- Improved 360 degree view of the customer and issues (sales through support)
- Personalized, targeted and secured content by user type
- Workflow tools that adapt to the dynamic nature of our customer support requirements
- Enhanced data visibility and analysis tools
The phased deployment will include collaboration with Aspect partners and the Aspect Software Users Group (ASUGA) to create an interaction portal that provides greater functionality and easier access to knowledge, documentation, software updates and Aspect Community response in order to make relevant data easily available to Aspect personnel, partners and customers alike.
The project is in the design phase and is expected to begin by rolling out select functionality internally and then will be used externally with partners and customers in the second half of 2014.
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.