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Omni-Channel Customer Engagement Article

Aspect Aids in Omni-Channel Efforts with Zipwire Enhancements

April 25, 2016



Omni-channel. Customers like it, so businesses are pursuing it in a big way. The ability to interact with customers on the channel of their choosing is invaluable. Whether it’s social media, email or even self-service; offering choice is empowering customers to define their engagement experience. As the contact center is the frontline for the customer experience it is mission critical to provide this integral touch point in the process with the proper armaments.


Recently, Aspect (News - Alert) Software, known for its fully-integrated consumer engagement solutions, announced some new additions to its already exceptional Zipwire platform. The new and improved Zipwire 3.10 features Salesfroce.com campaign management (including automatic updating of interaction details), single-step conferencing (to improve agent workflow), integration with “Aspect Reporting and Analytics” as well as integration with ZenDesk’s customer support applications and the Oracle (News - Alert) RightNow CX Cloud Application.

“The bar for exceptional customer experiences is continually rising and brands that do not meet the expectations of today’s digital-first consumers risk losing customer loyalty on a significant scale,” said Joe Gagnon, SVP and Chief Customer Strategy Officer, Aspect Software.

Of the myriad of enhancements, one worthy of singling out is the new reporting capabilities. By leveraging Aspect’s continuity server in conjunction with Zipwire a firm receives a thorough illustration of the customer journey. This level of visibility allows a company to not only analyze the process of the customer but to also ensure it carries context.

Gagnon continued to note, “Zipwire’s enhancements now provide the ability to produce a full, contextual view of a customer’s experience across voice, text, social and self-service and drive improvement with detailed actionable insights. This gives companies the ability stay in step with all interactions and keep customers delighted.” 

Your business only gets one chance to make a first impression. Aspect Software puts service first in its innovations to provide industry leading tools for the enterprise to the contact center that offer exceptional experiences. Once a multi-channel fad; now is an omni-channel reality and businesses must be ready.

The frontline can be a scary place ill-equipped, what’s in your contact center? 




Edited by Stefania Viscusi
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