Contact Center Solutions Featured Article

Aspect Unwraps CXP 18

May 21, 2018

Organizations are well aware of the demands placed on the modern contact center. Our omni-channel customer service landscape is impetus innovations. While some companies will turn to contact center solution providers to piece together a deployment, others are taking more of a DIY approach with many falling in the middle.

Today, Aspect Software took the wrapping off of the PCI II compliant Aspect CXP 18 at ICMI Contact Center Expo. The new release is aimed at empowering developers with tools necessary to create a robust self-service customer service solution capable of supporting the demands of the Millennial generation. 

Dr. Andreas Volmer, Director of Product Management, Aspect Software explained, “We’ve designed CXP 18 with the developer in mind. We want it to be easy for our customers to design, implement and deploy both basic and quite complex digital assistants. We are confident that these new digital “customer service team members” will help companies provide better customer and agent experiences and while lowering the overall cost of operating a contact center.”

Recent research notes that in terms of customer service, more than half of Millennials prefer seeking resolution through an intelligent assistant than a person. Companies are listening, and a contact center evolution is well underway.

New enhancements to the Aspect CXP 18 include Secure IVR for payment processing, built-in support for analyzing and orchestrating recordings to optimize speech recognition, context cookie API, in addition to support for the JAWS screen reader and a new dialog simulator for chatbot testing.

Cobus Greyling, Technical Product Manager, Occular Technologies noted, “Aspect CXP empowers developers to deploy a single solution to speech, web & text interfaces as well as virtual assistants & chatbots. And when you factor in Aspect Natural Language Understanding (NLU) is already baked into the solution, CXP becomes a very powerful tool today and into the future.”

The developer sandbox is rich with the tools required to support the growing demands of an ever more fickle customer base.

What’s in your contact center?

Edited by Maurice Nagle