Press releases
& news

Aspect rides the Forrester Wave for CCIM

Aspect rides the Forrester Wave for CCIM

Monday, 23 January 2017

Aspect Unified IP, Aspect Software's comprehensive, software-based, contact centre platform, has been named a leader in Forrester Research’s Forrester Wave for Contact Center Interaction Management for Large Contact Centres, Q3 2016...

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Machine learning makes inroads into customer service

Machine learning makes inroads into customer service

Tuesday, 3 January 2017

Artificial intelligence. The term tends to conjure up visions of computers taking over the world: 2001’s HAL, Skynet in the Terminator movie series, and many others...

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When calling the contact centre is the customer’s last resort

When calling the contact centre is the customer’s last resort

Tuesday, 3 January 2017

Contact centre managers, it seems, don’t really understand just how much customers are making use of voice alternatives — in particular the web — for customer service, according to research undertaken by Ovum...

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Global customer experience body forms NZ chapter

Global customer experience body forms NZ chapter

Tuesday, 27 December 2016

A chapter has been launched in New Zealand of the US-based Customer Experience Professionals Association (CXPA) to support local organisations and customer experience managers...

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In search of agent desktop optimisation

In search of agent desktop optimisation

Tuesday, 27 December 2016

Earlier this year we looked at Read More Print Download

Aspect Software scores a second Frost & Sullivan award

Aspect Software scores a second Frost & Sullivan award

Thursday, 22 December 2016

For the fifth year in succession Aspect Software has won the 2016 Asia Pacific Frost & Sullivan Award for Outbound Systems...

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Customer experience leadership the McKinsey way

Customer experience leadership the McKinsey way

Thursday, 22 December 2016

Early in 2016 the Marketing and Sales and Service Operations Practices of global consultancy firm McKinsey & Co published a collection of articles for leaders seeking to deliver state-of-the-art customer experiences...

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In-depth examination of inbound marketing

In-depth examination of inbound marketing

Thursday, 22 December 2016

It’s difficult to sum up in a few words the Read More Print Download

Defining the customer journey

Defining the customer journey

Thursday, 22 December 2016

Customer journey (aka customer engagement journey) is a term much bandied about in discussions about customer service, but what exactly does it mean? The answer, it seems is not straightforward...

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Aspect’s Workforce Optimisation scores a gong

Aspect’s Workforce Optimisation scores a gong

Tuesday, 20 December 2016

Market research and analysis firm Frost & Sullivan has named Aspect Software winner of its 2016 Global Company of the Year Award in the Workforce Optimization Industry, for demonstrated excellence in growth, innovation and leadership...

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