Aspect Software, a provider of customer interaction management and workforce optimization solutions, has unveiled Aspect Mobility Suite, which integrates mobile customer experience with existing customer care infrastructure in the contact center.
With rapid growth in customer interaction on mobile, Aspect is betting big on the mobile consumer-facing applications market.
According to Gartner, by 2017, 35 percent of all customer support interaction will take place on a mobile device, an increase of 300 percent.
Offered on Aspect Innovation Exchange, Aspect mobile customer care applications address this shift by helping companies modernize their mobile customer experience either in the cloud or on premises, the company said.
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.
“Most mobile apps lack integration with customer care infrastructure, forcing customers to repeat themselves when moving from mobile to another channel,” said Tobias Goebel, director of Mobile Strategy at Aspect Software.
“Companies are failing to address the need for a streamlined experience that takes the context from a mobile interaction seamlessly into the next on the channels and devices consumers use most,” Goebel added. “The Aspect Mobility Suite helps companies provide this omni-channel experience by integrating mobile into the heart of the customer experience: the contact center.”
All eight Aspect mobile customer care applications are available on the Aspect Innovation Exchange. The applications are written on at least one of Aspect’s developer platforms or APIs or are a productized piece of software that integrates with at least one of Aspect’s products.
Other solutions in Aspect Mobility suite include Aspect Proactive Mobile, Aspect Visual IVR, Aspect Augmented Chat, Aspect Augmented Chat, Aspect Callback Mobile, Aspect InQueue Self-Service, Aspect Text2IVR, Aspect Text Self-Service and Aspect Social Self-Service.
The cloud architecture and integration with contact center technologies assure an omni-channel approach that has been largely missing from mobile apps on the market today.
These solutions complement Aspect’s mobile contact center productivity solutions that are designed to provide contact center agents with greater mobile access to Aspect Workforce Management to receive automated intraday shift and schedule updates from agents.