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Contact Center Solutions Week in Review: Aspect, Mahindra Comviva, ShoreTel, TELUS International

June 10, 2017

Aspect Software, Mahindra Comviva, ShoreTel, and TELUS International were front and center this week in our Contact Center Solutions coverage.

Frost & Sullivan has named Aspect the winner of its 2017 Thailand Contact Center Applications Vendor of the Year Award.

“Aspect's transformational journey in the region in recent years was built based on a customer experience perspective and innovation,” said Krishna Baidya, Head of Customer Contact Research Digital Transformation for Asia Pacific Frost & Sullivan. “The vendor was able to establish a deeper engagement with both existing and new customers in Thailand with its complete suite of customer engagement solutions and customer-centric approach to deliver bespoke solutions. Account-based marketing and conducting workshops with prospective customers together with its partners have helped Aspect to gain further mindshare across varied sectors and add many new clients. Aspect's success in doubling its business volume in 2016 in the highly matured and competitive Thailand market is a great testimony of its focus and ability.”

As for Mahindra Comviva, it made news this week due to the announcement that it has added chatbot, push notifications, and social media integration to its Ngage messaging platform.

“With this new and improved mobile engagement solution, Ngage, we aim to deliver higher value to enterprises and omnichannel experience to their consumers,” noted Aditya Dhruva, vice president and head of messaging and broadband solutions at Mahindra Comviva. “As the world becomes more interactive, it needs real time customer engagement solutions to build successful brand engagements. With Ngage, enterprises can not only enable multi-level engagement with their customers but also monetize these engagements in real time.”

ShoreTel, meanwhile, has brought ShoreTel Connect CLOUD and ShoreTel Connect CLOUD Contact Center solutions to Australia

“Connect CLOUD gives our Australian customers and partners greater choice and flexibility in how they procure, design and deploy unified communications and contact centre solutions,” said Don Joos, president and CEO of ShoreTel. “The richness of the Connect CLOUD solution combined with the enthusiasm we’ve seen from the Australian channel perfectly positions ShoreTel to drive cloud growth in the Asia-Pacific region.”

And TELUS International has come out with a new omnichannel customer support solution.

Kirsten Jepson, director product marketing at TELUS International, commented: “To retain customers, brands will need to move towards this more connected approach to provide a truly universal and satisfying experience in today's evolving marketplace where consumers seamlessly switch from a website to social media to a physical location when conducting research and completing purchases.”