Aspect launches Customer Experience Platform

Aspect Software has launched Aspect Customer Experience Platform (CXP) at the Gartner’s Symposium 2016 in Goa.

Aspect CXP platform, which utilizes automation and natural language understanding, enables companies to build an omni-channel customer contact center on all channels to enhance customer experience.

“We have witnessed a drastic transformation in the customer’s behavior, as they increasingly prefer to use self-service to resolve their queries. As India rapidly enters a mobile-first era, self-service will become a powerful platform for companies to provide personalized experiences to their customers,” said Sanjay Gupta, head – Cloud Business, APAC and Middle East and managing director, India and Middle East, Aspect.

Aspect CXP will enable clients to better engage their customers with the help of the three key attributes of self-service – context, continuity and convenience.

Aspect CXP platform supports the entire self-service application lifecycle from design to deployment to application tuning.

The main benefit from CXP is the reduction in the complexity of delivering self-service applications and improvement in the customer experience. Enterprises, service providers and integrators can also provide more value across multiple communication channels at lower costs.

Aspect CXP is used to create self-service customer contact applications across multiple communications channels such as voice, text (IM, SMS, USSD), mobile web, social networks and smartphone applications.

A recent survey by Aspect revealed that 59 percent of millennials state that their customer service expectations have increased over the last three years.

Jagannath Narendran, senior vice president, APAC & ME, Aspect and Sanjay Gupta, head – Cloud Business, APAC & ME at Gartner Symposium.

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