‘Think globally but act locally’ is the mantra that has propelled Aspect (News - Alert) Software into embarking on a transformational initiative with Salesforce that promises to greatly empower its customers, partners, and employees. The company promises to “teleport” them onto a cloud platform that will radically improve Aspect's customer support and knowledge-management functions.
Aspect Software, which provides an integrated solution for contact center management, believes that it can help its customers better only by improving itself; and by deploying Salesforce Service Cloud, a cloud-based customer knowledge delivery technology, it expects to boost all its service and support practices including people, process, knowledge and collaboration.
"The result will be greatly improved awareness, responsiveness and, ultimately, service delivery,” noted Gwen Braygreen, senior vice president, technical services at Aspect.
Salesforce’s Service Cloud allows companies to deliver revolutionary customer service from anywhere, anytime, on any device. Aspect Software can thus embed one-touch functionality directly into its products. It also ensures a unified agent experience, enables customer engagement wherever they are, and enables every employee to deliver outstanding service at every touchpoint of interaction.
By giving agents an improved 360 degree view of the customer and issues, right from sales through support, Aspect Software can reduce churn, improve customer service, boost loyalty and increase revenue. With personalized, targeted and secured content, users can be more specifically addressed depending on their behavioral patterns.
In addition, Salesforce Service Cloud will equip Aspect with the necessary workflow tools that keep pace with the dynamic nature of customer support requirements. With enhanced data visibility and analysis tools, the provider will be able to leverage sales and operation processes and ensure a more effective and agile supply chain that will help lower costs and generate greater revenue.
However, all this will not happen at once. Currently the project is in the design phase and Aspect Software is expected to begin by rolling out select functionality internally at first and then externally with partners and customers during the second half of 2014.
So will we see a new, spruced up and rejuvenated Aspect Software in 2015 that will give customers and partners alike a jump-start in the next year? Wait and see.
Edited by Rory J. Thompson