Aspect Launches Customer Engagement Centre (CEC) in The Cloud

Aspect Software has now announced the general availability of Aspect Via, Aspect’s initial release of its complete Customer Engagement Centre (CEC) in the cloud.

One on the first companies to invest in Via was Trupanion, the medical insurance provider for pets, who have a commitment to continually improving an already exceptional customer experience for their customers.

“From our inception, Trupanion has viewed exceptional customer experience as vital to our mission to help the pets we all love receive the best veterinary care. So, it’s essential that our contact centre technology continues to evolve to meet the changing needs of our customers,” said Ian Moffat, Chief Operating Officer at Trupanion.

“Our investment in Aspect Via provides our pet owners the ability to engage with us on their preferred contact channel, whether it be voice, email, chat or SMS. Plus, Aspect Via’s sleek agent desktop provides our contact centre employees with a far more intuitive and engaging agent experience, which allows for faster and more informed decisions when engaging with our pet owners.”

Via delivers enterprise value by helping drive adoption, conversion rates, consumer loyalty, employee productivity, and cost optimisation. Deployed in Amazon Web Services (AWS), Aspect Via is a single all-in-one cloud platform.

“The radical shift in consumer demand for self-service and digital-first experiences is well beyond the capabilities of the contact centre infrastructure companies have in place today,” said Jim Freeze, SVP and Chief Marketing Officer at Aspect Software.

“Organisations like Trupanion strive to keep pace with the growing demands and preferences of their customers. To do this they need a true customer engagement centre that brings the entire consumer experience into full and actionable view with customer journey reporting and analytics.”

“Aspect Via readies the enterprise by ensuring seamless, context-driven omnichannel interactions for customers and agents alike, all delivered through the cloud.”

Consumer preference for personalised experiences and self-service interaction is rapidly accelerating. Eighty-three percent of consumers say getting a personalised customer service experience is very important to them, according to the Aspect Consumer Experience Index.

These new findings reveal just how important an omnichannel experience is for consumers. Eighty percent of the consumers surveyed feel all previous interactions they’ve had with a brand should be immediately available if they interact with customer service, regardless of whether it is through an automated self-service experience or with a live agent.

To build on the success of Aspect’s market-proven technology, the company has completely “re-factored” its best-in-class contact centre, workforce optimisation and self-services suites to AWS rather than developing a CEC from scratch.

Aspect Via’s native capabilities will include:

• Omnichannel engagement with inbound/outbound voice, webchat, IVR/ITR/SMS self-service
• Proactive outreach through voice, SMS
• Browser-based, persona-driven user experiences for agents, team leads and managers
• Cloud-optimised quality recording (voice and chat), workforce management (forecasting and scheduling), performance management (KPIs, awards, analytics)
• Built-in integrations with leading CRM systems like Salesforce.com

Aspect Via is immediately available in North America and Australia/New Zealand, and Europe in Q2.

For more information, visit www.aspect.com