iSelect Chooses Aspect Software to Help Transform the Company’s Customer Engagement

PRESS RELEASE: Aspect Software announced that iSelect, Australia’s leading destination for insurance, utilities and personal finance advice, has partnered with Aspect to fully enable the company’s vision of becoming Australia’s ‘life admin store’. Life admin is an individual’s day-to-day management of personal tasks such as banking, making appointments, paying bills, or responding to non-work emails.

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iSelect will be the first in the world to leverage the Aspect Via platform. The collaboration will enable iSelect to address the increasing consumer demand for digital-first experiences and the constantly evolving needs of its customers.

iSelect CEO Scott Wilson said “Aspect Via is the perfect platform to enable iSelect to not just keep up with customers’ expectations but exceed them in every interaction across the business. The partnership is a unique and exciting opportunity to blend our experience with Aspect’s expertise to create one of the most advanced customer engagement solutions in Australia.”

The rate of change in consumer engagement is accelerating faster than ever before. Always-on access to online services from any device has given unprecedented power to consumers. In addition to traditional voice, iSelect will be able to address consumers’ shifting demands by providing omni-channel interaction–continuity and consistency throughout customers’ buying cycles–through text, chat, chatbots on Facebook Messenger and Twitter, to deliver truly effortless experiences.

“Companies who don’t meet the heightened expectations of consumers are losing the loyalty and ultimately the business of their customers,” said Kristen Pimpini, managing director, Aspect Australia and New Zealand. “We are excited to partner with iSelect to deliver the kinds of exceptional experiences that will make it much easier and more enjoyable for millions of Australian’s to take care of their life admin.”

To truly become a life admin store, iSelect will make it as easy as possible for customers to take care of complicated and time-consuming tasks and transactions.

With the number of online services requiring complicated log-ins and passwords rapidly increasing, making everyday purchases has become a huge hassle. iSelect aims to provide Australian consumers with a truly effortless customer experience by doing the ‘heavy lifting’ for them and helping to get transactions and interactions ‘sorted’ as quickly and easily as possible.

“Aspect Via will put the power of brand interaction back into the hands of our consumers, letting them decide when and how they engage with us,” Mr Wilson said. “Aspect will enable us to deliver a consistent customer experience across voice, mobile, web and messaging platforms, and transform our current Customer Contact Center from a call center to an engagement center.”

Rather than loosely connected, discrete products, a true Customer Engagement Center (CEC) is a SaaS offering characterized by native customer service capabilities, a common UI and shared capabilities across components, built upon an open architecture and APIs. A CEC accelerates companies’ ability to rapidly evolve their customer service operations from a set of disjointed point products-that frustrate agents as much as the customers they are servicing-into an intuitive, easy-to-use platform that empowers agents to deliver truly effortless customer experience.

Aspect Via, Aspect’s comprehensive cloud Customer Engagement Center, will be the backbone of iSelect’s investment with Aspect, providing the benefits of cloud delivery, as well as a complete set of native customer service capabilities.