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MicroAutomation Integrates Customer Engagement Tools with New Solution

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MicroAutomation Integrates Customer Engagement Tools with New Solution

June 01, 2015
By Clayton Hamshar
Contributing Writer

Contact centers, which serve many businesses as a primary point of communication with consumers, are under increased scrutiny as companies realize the importance of providing a positive customer experience through this channel. Customers overwhelmingly demand a seamless avenue for resolving problems that doesn’t suffer from the tediousness, complexity or simple unhelpfulness of many traditional contact center operations; therefore companies designing contact center solutions must consider the wants and needs of customers and facilitating convenience as a matter of utmost importance.

MicroAutomation (News - Alert) is a provider of advanced customer interaction solutions that implement this customer-centric approach to help companies fine-tune their customer engagement techniques and reap the resulting benefits of improved customer satisfaction and, ultimately, revenue. The company recently announced that it is continuing its partnership with Aspect (News - Alert) Software to merge the latter company’s Zipwire contact center solution with MicroMessenger, a standards-based application for proactive outbound communications and customer engagement. The resulting solution — dubbed OmniEngage — is a comprehensive suite of tools to augment contact centers with proactive and interactive customer engagement, intuitive Interactive Voice Response (IVR) self-service and full multi-channel interactions.

Aspect’s Zipwire contact center solution is entirely cloud-based to foster resilience and reliability, and features integration with leading Customer

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Relationship Management (CRM) software. With extensive Work Force Optimization (WFO) techniques and intelligent call routing capabilities, companies deploying Zipwire have access to a scalable, usage-based hosted application model that implements all of the essential modern features and encourages agent effectiveness as well as overall operational efficiency. With the enhancements MicroMessenger brings to Zipwire, OmniEngage provides a one-stop solution for cultivating healthy relationships with customers.

“This represents the next major step forward in helping our clients respond to today’s customer expectations in the most flexible and cost-effective manner,” said Chad Wright, Vice President of Commercial Services at MicroAutomation. “Industry studies, including those from the Harvard Business Review, all agree that focusing on reducing customer effort rather than trying to increase customer satisfaction is the key to long-term customer loyalty and retention. With OmniEngage, we have harnessed the most relevant technologies and best practices as either a series of high value individual modules, or as a true Next Generation end-to-end hosted contact center. The ROIs we can demonstrate are truly amazing.”

MicroAutomation launched OmniEngage last week at the Call Center Week conference in Las Vegas. The solution is available through the company’s normal distribution channels.

Edited by Rory J. Thompson

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