Aspect rides the Forrester Wave for CCIM
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.
It is the latest in a string of recognitions for Aspect’s customer experience management offerings. Earlier this year, market research and analysis firm Frost & Sullivan named Aspect Software winner of its 2016 Global Company of the Year Award in the Workforce Optimisation Industry, for demonstrated excellence in growth, innovation and leadership.
This was followed by F&S naming Aspect Software the winner of its 2016 Asia Pacific Award for Outbound Systems for the fifth year in a row. That award is given to the company that has demonstrated excellence in capturing the highest market share within its industry in a specific year.
For this latest gong, Forrester Research selected the eight most significant providers of large contact centre interaction management solutions for evaluation, and assessed these vendors against 40 criteria grouped into three high-level categories: current offering, strategy and market presence.
In the report, Forrester notes that the lines between contact centre interaction management, workforce optimisation and customer relationship management are blurring.
“While anchored in voice, contact centre interaction management vendors need to ensure that they are proactively positioning themselves for non-voice channels,” Forrester said.
According to Forrester, Aspect has been at the forefront of the development and maturation of non-voice channels, including: interactive text response on SMS; chatbots on Facebook Messenger that are integrated with the contact centre ecosystem; automated and agent-assisted self-service chat applications.
“Aspect Unified IP addresses these emerging channels by providing routing, proactive contact and agent empowerment capabilities that connect digital-first interactions to customer transaction and interaction histories, for an effortless and personalised customer journey,” Forrester said. “Aspect Unified IP can accomplish this in on-premises, hosted, or hybrid deployment environments.”
Premier Technologies has been an Aspect partner for over 15 years and has developed a highly intuitive cloud contact centre solution, which is built on the Aspect Unified IP platform. This allows organisations to take advantage of an enterprise grade multichannel contact centre solution, and Premier’s 30 year experience in systems integration and software development. Organisations can choose to heavily customise and integrate the contact centre with third party applications, or utilise an off the shelf solution that can grow with their business and customer experience strategy.
Premier Contact Point provides a hosted contact solution that meets the needs of the modern contact centre. This cost effective solution provides a means of directing calls to the agent who is best suited to meet the needs of the customer, without having to be transferred multiple times. Businesses choose this hosted contact solution because there is no need to purchase and maintain costly hardware like there is with traditional PBX systems. This means the need for capital expenditure is minimal, all a contact centre agent needs is a phone, PC and an Internet connection.
To learn more about Premier Technologies Premier Contact Point, visit : premier.com.au