Contact centers solutions are an increasingly important piece of the puzzle when it comes to success for today’s businesses. Over at the Contact Center Solutions Community we cover all the latest in call center and workforce optimization solutions news. The Week in Review offers a chance to quickly go over the top headlines from the week. Sit back and enjoy.
This week, Aspect Software announced the availability of Aspect Mila for Slack. The enterprise chatbot offers ease of automation, self-service and more for users. With the addition to Slack, users can sign in using voice commands and even address their scheduling and WFM needs in one place.
Mike Bourke, SVP and GM for Workforce Optimization at Aspect said, “Chatbots are becoming an effective and desired means for both consumer and enterprise interaction. Mila’s integration with Slack gives both in-office and remote employees their own workforce personal assistant right at their fingertips.”
Also this week, Aspect made headlines when Trupanion, a provider of medical insurance for pets nationwide, chose the company’s Aspect Via offering to help upgrade its customer omni-channel experience. The offering which is part of Aspect’s Customer Engagement Center portfolio in the cloud, makes it possible to personalize interactions and have a complete, seamless, contextual omni-channel experience.
Ian Moffat, Chief Operating Officer at Trupanion commented, “From our inception, Trupanion has viewed exceptional customer experience as vital to our mission to help the pets we all love receive the best veterinary care. So, it’s essential that our contact center technology continues to evolve to meet the changing needs of our customers.”
Aside from the importance of Omnichannel in today’s contact center there is also a need to deliver great self-service options for customers.
The expectation is that these options will be smart and easy to use. If you want to get it right, you’ll have to make sure you’re building the tool properly.
More on the topic of self-service was discussed in this feature from TMC’s Tracey Schelmetic that looks at the reasons why companies should ensure diversity of data in AI-led self-service.
If you’re interested in hearing more about how AI is changing the customer experience be sure to head over to ITEXPO in Fort Lauderdale, Fla. next week. A panel session on the topic will discuss how AI will change the course of the customer journey through the customer lifecycle, creating a more positive experience and, ultimately, driving business revenue and growth
That’s all for this week. Be sure to check back for the all latest in Contact Center Solutions news as it happens. Until next week…