One of the biggest complaints call center users have is that the IVR (Interactive Voice Response) offerings they reach don’t do enough to address their own particular concerns. While not every piece of software can resolve every single problem, Aspect (News - Alert) Software, a leading provider of fully integrated customer interaction management, workforce optimization, back-office and cloud solutions, has taken a big step forward.
The company recently announced the launch of Aspect Mobility Suite, a solution that integrates the mobile customer experience with existing customer care infrastructure in the contact center.
"The mobile experience in most companies is siloed and broken, under-optimized and disconnected from the center of customer engagement,” explained Tobias Goebel (News - Alert), Director of Mobile Strategy at Aspect. “Most mobile apps lack integration with customer care infrastructure, forcing customers to repeat themselves when moving from mobile to another channel. The Aspect Mobility Suite helps companies provide this omni-channel experience by integrating mobile into the heart of the customer experience: the contact center.”
According to a recent Gartner (News - Alert) report, by 2017, some 35 percent of all customer support interaction will take place on a mobile device, an increase of 300 percent over recent years. Hence, Aspect’s mobile customer care applications address this shift by helping companies modernize their mobile customer experience either in the cloud or on premises. The solutions help companies bridge self-service and agent-assisted service across all mobile-available channels such as voice, SMS, chat, social, and of course mobile apps.
Among other solutions in the Aspect Mobility suite are Aspect’s Visual IVR, a visual menu of interactive voice response options for smartphone users, controlled through touch by going through a pre-qualifying menu with images instead of listening to the information, improving first-call resolution and reducing call times. Also included is Aspect’s Text2IVR, which gives IVR callers the option to send alphanumeric text information (name, address, license plates, tracking IDs, etc.), which is normally a challenge for automatic speech recognition, via SMS.
More information on Aspect Mobility can be found at aspect.com/mobile.
Edited by Maurice Nagle