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Aspect Social Positioned as Leader in Hypatia Galaxy of 2013 Social Customer Service, Support Vendors

By Nathesh
TMCnet Contributor

Aspect (News - Alert) Software, a provider of fully-integrated customer interaction management workforce optimization and back-office solutions, claimed that the research firm, Hypatia Research Group, has named Aspect Social a leader in the Hypatia Galaxy of 2013 Social Customer Service & Support Vendors.

Hypatia’s Galaxy is a vendor evaluation and ranking methodology, by which vendors are evaluated according to 10 weighted criteria, inclusive of number of customers, and product strategy or vision. The leaders were announced after evaluating 27 software vendors across 12 categories and surveys of over 250 global executives, charged with buying social media software for customer service and support initiatives.

Leslie Ament, senior vice president and principal analyst at Hypatia Research Group, commented, “Organizations that adopt social media tools for customer service, combined with best practices for rules-based business process workflows, are empowered to utilize their social channels as decision support and customer engagement for value creation. Aspect’s offering scored highly because of its ability to align social network, online user-generated content, and social communities with comprehensive customer contact operations.”

According to Aspect Software, Aspect Social turns social monologues into productive dialog that grows customer value in the contact center. Custom built for the contact center, the solution goes beyond social monitoring and ad-hoc response, and provides a way to respond to the social consumer in a way that is consistent with contact center best practices.

Hypatia placed Aspect Social as Galaxy Leader in recognition of its ability to deliver consulting and service expertise through Aspect Education Service, Aspect Technical Service and Aspect Professional Services. 

Chris Koziol, president and general manager of interaction management at Aspect, added, “Aspect’s position in the Hypatia Report demonstrates that Aspect is a visionary leader in today’s environment of continual customer communication, where customers decide the channel and methods of interaction. While the report reflects our understanding of the social customer service and support environment, it also reflects our ability to deliver even greater value by being able to deploy contact center best practices within the application of social customer care. Aspect ensures that our customers can maximize their return on investment with world-class support and services who are experts in both technology and business process.”