It is now well documented that all kinds of different companies are moving to the cloud. Whether talking about charities or hardcore businesses, there are more and more firms moving into cloud storage than ever before. That is why it shouldn’t surprise anyone that Southwest Airlines is just the latest in a long line of companies looking at storing more information in a location that can be accessed from anywhere. In Southwest’s they are turning to Aspect (News - Alert) in order to provide contact center and workforce management operations in a cloud based environment.
While some companies look to the cloud merely as a sort of way to store information, there are more firms that are looking at cloud and VoIP call centers as the wave of the future. Aspect is one such software solution that allows for a company to host its entire customer contact and workforce optimization through the cloud.
"This implementation is a huge, but necessary undertaking as part of our ultimate goal of offering a best-in-class customer experience both from an airline operations and contact center perspective," says Teresa Laraba, senior VP for Customers at Southwest Airlines through a recent release. "We are excited to expand our long standing partnership with Aspect. Calls to 1-800-I-Fly-SWA have come through an Aspect system for more than 10 years, so we knew that Aspect would be able to meet our challenge for a consistent, single-vendor offering."
Aspect has been a call center provider since 2001 and over that time has held itself out as the best choice possible over other vendors. Call centers through the cloud are becoming more common as companies look to change and evolve with the times. Contact centers are find that they need to change in order to make sure that customers can get ahold of a company in many different ways. Customer satisfaction is always key when it comes to these businesses.
Edited by Ryan Sartor