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Aspect Software News & Analysis

3 Ways to Make Your Customer Service Department a Holiday Success

Mall shoppersWith the holidays upon us, online and offline retailers alike are scrambling to prepare for Black Friday, Cyber Monday and all the days between now and New Year's Day. Previously, we discussed the link between customer experience and a successful holiday retail season.

To further highlight the relationship, CorvisaCloud, a cloud-based voice communication technology company, released survey findings that reveal why businesses should make customer service the priority this holiday season.

Aspect Software Buys IVR Provider Voxeo for Multi-Channel Customer Service

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In all the talk about omni-channels, interactive voice response (IVR) is rarely mentioned, yet it is the channel many customers must struggle through. Customer interaction vendor Aspect Software is fully aware of IVR’s continued importance, so much so that it announced this week an agreement to buy IVR provider Voxeo Corporation for approximately US$ 150 million.

Aspect Survey: Customers Have Control, But Are Unhappy with Customer Service

Four out of every ten customers would rather experience a trip to their Department of Motor Vehicles than contact customer care. With all due respect to your local DMV, that’s a sobering reflection of the state of customer service, but only one of many in a new survey sponsored by Aspect Software, a customer interaction management vendor. 

Aspect's CMO: Customers Decide Which Channel to Use for Customer Service

Social media is now migrating in full force to the enterprise, with particular importance for contact centers. To find out its perspective on this aspect of business socialization, CMSWire recently talked to customer contact vendor, Aspect Software’s Chief Marketing Officer Jim Freeze.

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