Senior officials of Aspect, a provider of customer contact and Microsoft platform solutions, will present “The Next Generation of Customer Contact” and “The Evolving Role of the Contact Center” at the Gartner Customer 360 Summit 2011 in Los Angeles.
Gary Barnett, chief technology officer and executive vice president, and Nancy Dobrozdravic, vice president of solutions marketing, Serge Hyppolite, director of product management, are the speakers at the event.
Aspect sessions address consumers’ changing expectations and how contact center is meeting these rising customer demands leveraging advances in communications and increased mobility.
The company will focus on how the contact center, the broader enterprise and its partner ecosystem need to adapt to be next-generation customer-contact capable.
According to Aspect, customer-centric enterprise model is expanding customer contact into new parts of the business, needing key functional areas within an enterprise and its partner ecosystem to be contact-capable.
More people in the enterprise engage with the customer to deliver customer experience. The contact center's role will be to expand the long-established processes that offer the visibility and control to support a next-generation customer contact approach, according to a press release.
Recently, Aspect has been named a Leader in the Workforce Optimization Suite category of CRM Magazine's 2011 Service Leader Awards announced in the publication's March issue.
The company has been named leader for the fourth consecutive year. The recognition confirms that Aspect’s full-featured workforce optimization suite is delivering the next generation of customer contact, according to company officials.