CaaS Featured Article

Aspect in Partnership with Lithium Unveils Cloud-Based Social Tool for Customer Care

January 09, 2013

Aspect (News - Alert) Software has unveiled Aspect Social, a cloud-based offering that aligns social networking interactions the organizations have with their overall customer contact operations. The company has partnered with Lithium Technologies (News - Alert) to deliver an innovative new social care solution.

Aspect's 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.

This solution aligned with contact center methodology enables the companies to empower 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.

The solution is a step ahead of the passive social channel monitoring and delivering ad-hoc responses.

Mike Betzer (News - Alert), senior vice president, Lithium Social Web, said, “Enduring customer relationships are built across multiple channels and brands need to implement a sustainable and scalable social strategy. 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 enables the contact centers 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 role-based user interface, automated prioritization and matching, advanced conversation management, SLA-based metrics, proactive social engagement and CRM integration.

Recently, Aspect Software unveiled that its Applications Foundation platform has been selected by Experian, a global information services company. With this solution, Experian plans to provide its agents with an adaptable, single access interface for critical and actionable data.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related CaaS Articles

CaaS Week in Review

With a long holiday weekend for many afoot, it's a good time to take a closer look at a lot of things in CaaS, and on that list is likely to be the role new developments can play in communications operations. [ Read More ]
04/18/2014

Toshiba's VIPedge Helps Kensington Investment Counsel Attain Communications Goals

The Kensington Investment Counsel has easily attained its communication objectives by leveraging the features of Toshiba's VIPedge cloud-based business telephone solution. [ Read More ]
04/15/2014

Openet Evolved Charging Successfully Integrated with OpenCloud's Rhino Sentinel Service Layer

The Openet Evolved Charging has been successfully integrated with the OpenCloud's Rhine Sentinel service which should equip users with real-time charging, rating and service control of voice, messaging and data services. [ Read More ]
04/15/2014

Gartners positions xMatters in 'Leaders' quadrant

xMatters, inc., a cloud-based solutions provider, recently announced that Gartner has positioned the company in the "Leaders" quadrant of the 2014 "U.S. Emergency/Mass Notification Services" report. xMatters has been included in the "Leaders" quadrant for the first time. [ Read More ]
04/14/2014

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!