From the Wires
Aspect Social Gives the Contact Center Something to Tweet About
By: Marketwired .
Jan. 7, 2013 10:31 AM
CHELMSFORD, MA -- (Marketwire) -- 01/07/13 --
Aspect Software, a leading provider of next generation customer contact and enterprise workforce optimization, today announced the launch of Aspect Social, a cloud-based offering that aligns interactions organizations have with customers on Facebook, Twitter, blogs and online communities with their overall customer contact operations. Companies can move beyond passive social channel monitoring and delivering ad-hoc responses, to empowering contact center agents to expertly act in a disciplined, timely way on inquiries or comments in the social sphere or even proactively engage customers in anticipation of disruptive events such as power outages or travel delays.
"Most companies today simply monitor social media conversations on marketing campaigns or promotions on the social web, sometimes responding to them but, more often ignoring them. However, as customers increasingly turn to social networks for customer service response interaction, organizations need to embrace social media as a vital, two-way channel that can amplify their ability to deliver a differentiated customer experience," says Jim Freeze, chief marketing officer of Aspect. "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."
This alignment is something organizations are calling for, as 58 percent of customer service strategy decision makers see managing social media inquiries as their top challenge* and just 4.6 percent say their ability to measure the overall impact of social media is excellent**.
Through a partnership with Lithium Technologies, and alignment with contact center methodology, Aspect is delivering a game-changing social care solution. Aspect's new offering combines the strengths of its 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.
"Enduring customer relationships are built across multiple channels and brands need to implement a sustainable and scalable social strategy," said Mike Betzer, senior vice president, Lithium Social Web. "The Aspect relationship gives us a contact center provider as passionate as us about improving the customer experience and increasing customer engagement to drive measurable business results. Aspect shares our vision of seamless social customer experience and is an excellent partner with a proven ability to combine best-in-class technologies to deliver rich customer care solutions."
Aspect Social provides 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 provides tools and capabilities specific to the needs of contact center agents and supervisors, including:
"Constant innovation around delivering a superior customer experience is an essential survival skill in today's marketplace," adds Freeze. "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."
More information about Aspect Social is available here.
*According to a Forrester study, commissioned by Aspect, of enterprise customer service strategy decision makers
About Lithium Technologies
Aspect and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
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