Call Center Business Provider Launches Aspect Social Cloud-based Solution
January 09, 2013
By Deepika Mala
, TMCnet Contributor
Call center business solutions including voice APIs, text messaging, voice broadcast, local phone numbers, toll free numbers, IVR, power dialing and more provide great benefits to companies as they not only help improve sales but also reduce the overall cost of communications.
Recently, Aspect (News - Alert) Software introduced its cloud-based offering called the Aspect Social.
The solution aligns interactions organizations have with customers on Facebook (News - Alert), Twitter, blogs and online communities with their overall customer contact operations.
In a statement, Jim Freeze, chief marketing officer of Aspect said, "By aligning social customer care with the metrics and processes proven to work in the contact center infrastructure, Aspect Social enables organizations to create genuine customer advocacy by turning social monologues into productive dialogues that grow customer loyalty."
Aspect Social offers contact centers the ability to automatically identify, prioritize and route targeted customer service-related social media to the right contact center agent and measure the effectiveness of their response. It also provides tools and capabilities specific to the needs of contact center agents and supervisors including a role-based user interface, SLA-based metrics, CRM integration, automated prioritization and proactive social engagement.
The new product, offered through a partnership with Lithium Technologies (News - Alert), combines the strengths of Aspect’s market-leading, comprehensive customer contact and workforce optimization platform with the Lithium Social Web product that Lithium gained through its recent acquisition of Social Dynamx.
Freeze further added, "In an era when consumers choose when, where and how they communicate, businesses have a unique opportunity to rally around the total customer experience by placing the contact center at the heart of the customer engagement process. Aspect makes this happen by extending the contact center's history of disciplined, measured, customer-centric contact management to social media."
In related company news, TMCnet recently reported that Aspect Software’s Aspect Applications Foundation has been selected by Experian to improve its agent and call center performance.
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Edited by Jamie Epstein