PRESS RELEASE: For the first time in Europe, visitors to Customer Contact Expo 2014 will learn how cloud technology facilitates the transformation of the customer service function from static, voice-based cost centre, to distributed, omni-channel profit centre.
Aspect Software will be bringing its brand new cloud-based contact centre platform, Zipwire, to a European audience for the very first time to the show, which takes place on the 1st and 2nd October. Launching officially at the show, Zipwire effectively unites voice, IVR (interactive voice response) and omni-channel self service, SMS, web chat, and social media, as well as seamless integration with mobile applications over the web, for a true omni-channel customer service environment, and exceptional customer experiences.
Mark King, Senior VP Europe & Africa at Aspect, said: “This time last year, Aspect was in the middle of a transformation, in terms of product portfolio, our strategic acquisitions and internal operations. Today, a different beast has emerged.
“Aspect has reformed in the last few years from a pure-play software vendor that facilitates effective multi-channel customer engagement and workforce optimisation, to a leader in the cloud-based contact centre market. We have a product that has been years in the making, which will make it easier than ever for contact centres to transition to and benefit from what cloud technology has to offer. Now contact centre operations of any size can deploy new engagement channels such as mobile apps and social media, all the while focusing on the most important factor of customer care – great customer experiences,” he said.
Combined with Aspect’s professional services team, its technology seamlessly aligns the people, processes and touch points instrumental to delivering remarkable customer experiences – with no need for bolt-ons or awkward integrations, facilitating true omni-channel customer engagement.
In keeping with the omni-channel theme, Aspect’s Dave Ogden, will be presenting an educational seminar to attendees at the event; Get ready for the Internet of Things with an omni-channel strategy, will address how the ‘internet of things’ – that is, the proliferation of multiple internet-connected devices from fridges to cars – will leave all existing customer service initiatives redundant. Ogden, who is Contact Centre & Customer Experience Consultant, presents in the Social Media & Future Solutions at 2pm on 2nd October.
Visitors to Aspect’s stand (H20) will also be able to see other Aspect products in action, including: Aspect Unified IP 7.3, the latest major version of Aspect’s flagship contact centre management on-premises platform; Aspect Workforce Optimisation, a workforce management, performance management and scheduling/forecasting software suite, and Aspect Proactive Engagement Suite, comprising Aspect Notify, Aspect Verify, Aspect Survey and Aspect Collections for keeping customers informed, secure and empowered via automated voice, email, and SMS.