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.
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Edited by Braden Becker