Customer engagement has come a long way. From call centers of yesteryear, to contact centers of today; powered by the cloud and offering omni-channel customer engagement, the face of customer service is a far cry from the analogue days of the past. It’s one thing to development an exceptional solution, but to be recognized year after year in this arena as a leader is a herculean task.
Recently, Aspect was named market share leader for 2016 Asia Pacific region by Frost & Sullivan (News - Alert) for outbound systems. Ordinarily this would be quite exciting, but taking this achievement a step further, this is the fifth year in a row the omni-channel customer engagement solution provider has earned the honor.
Shilpi Puri, Senior Director, Strategic Alliances and Partners, Asia & Middle East said, “Aspect (News - Alert) has maintained its market leadership by engaging customers to address specific needs and by opening up new opportunities across a range of market sectors. By creating bespoke solutions for more traditional outbound segments, we have been able to leverage our key strengths, offering customers innovative solutions.”
The road has not been rainbows and sunshine for Aspect, but as a result of tireless innovation and a keen focus of offering customers the type of experiences they desire, it has been able to maintain a strong presence in the region.
Jagannath Narendran, Senior Vice President, Aspect Software, Asia & Middle East explained, “The company has gone through a period of transformation in recent times by taking a perspective on the customer experience and applying this through innovation in cloud contact centre to build a strong and growing customer base. As a result, Aspect is experiencing continued growth across industry sectors including the financial services sector, outsourcing, travel and telecommunications.”
Providing exceptional customer service in today’s environment is much easier said than done. It is mission critical to leave customers with a good experience. Mission critical to achieving desired results are industry-leading tools putting them to work.