Contact Center Solutions Featured Article

Lazada Leans on Aspect Software for Customer Engagement

January 04, 2018

A young, growing population can take credit for why Google named Southeast Asia the fastest growing Internet region in the world.  The same report placed a projection for the e-commerce market in the region to grow from $5.5 billion in 2015 to nearly $90 billion in 2025. So, for online selling and shopping destination Lazada it was critical to select a proven customer engagement partner.

Alibaba-owned Lazada selected Aspect Software as its trusted partner, with the upcoming deployment of the Aspect Unified IP 7.3 and Aspect Quality Management solutions to boost sales and telemarketing efforts in Thailand, Philippines, Indonesia, Vietnam, Singapore and Malaysia.

Since its inception in 2012, Lazada continues to see steady growth in traffic to its mobile apps and website, as well as other channels challenging the eCommerce firm to meet these multi-channel engagement demands. With the Aspect armaments in place, it is well-equipped to overcome the obstacles of today.

"As an eCommerce platform handling millions of transactions every day, it is a priority for us to provide our customers in the region superb and quality customer engagement across channels and equip our agents with the right tools to be able to effectively handle the volume of engagement and transactions of the company.  Thus, having to deploy a world-class omni-channel customer engagement solution is critical to ensure a superior customer experience. We are pleased to work with the team at Aspect and excited to continue to deliver a great customer experience in the region," noted Brigitte Daubry, Lazada Group.

Customer engagement is nothing to take lightly, and Lazada is showcasing the importance of scaling customer service with future-forward, feature-rich solutions to support the millions of interactions and transactions its team supports daily.

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Edited by Mandi Nowitz