Contact Center Solutions Featured Article

Aspect CEO Sees Big Shift for Contact Centers

July 23, 2013

Stewart Bloom who is CEO and president of Aspect Software, Inc., told the Philippine Daily Inquirer recently that he has noticed a big shift in the contact center industry  one where the landscape has gone from numbers to quality service.

 As a global supplier of contact center solutions, Bloom has a great seat and interesting perspectives on changing market conditions, and was in the Philippines because of the company’s 10 year presence in the country.

What Bloom sees is that the contact center job is no longer just about agents handling incoming or outgoing calls professionally and providing prompt, efficient and reliable support for each and every call taken; it is also no longer looking upon what the average time is spent for one call in responding to customers. Rather, the focus of the contact center agents is now on doing a better job at engaging in the cross-selling/upselling.

He noted how this shift in contact centers function has played a crucial role in helping to establish new customers more efficiently. He dubbed this approach a relationship revolution.

At a recent hosted convention at Shangri-La Mactan, Cebu, CEO Bloom joined by Chris Koziol, president and general manager of Aspect’s Interaction Management in speaking to customers from different parts of the world to highlight the market shift. Bloom stated then that the shift is being fueled by the new demographic coming into the workforce, and a consumer population with more disposable income. He also mentioned that consumers have now higher expectations for the way they want to be served; therefore, in order for contact centers to achieve their goals of delivering remarkable consumer experience, companies need a solution that will maximize their resources and adopt improvements in the workplace.

To accommodate the shift, Bloom noted that Aspect’s Unified IP solution, a complete software-based, unified platform that enables innovative unified communications (UC) and collaboration functionality is ideal for a world that is rapidly changing—leveraging seamless integration with Microsoft Lync and SharePoint 2010 to easily search and engage experts across the enterprise.

Aspect’s Unified IP is designed to be an all-in-one, IT-ready solution that can help companies drive growth and deliver the tools and processes required in a contact center. Through it, customers can get the most out of their technology investments, while maximizing operational efficiency and effectiveness. The CEO and president of Aspect believe their next-gen unified contact center software not only helps enterprise contact centers connect people, but also helps ensure a productive workforce. They also noted that their platform enable enterprises to realize new levels of cost savings and productivity gains, as well as giving agents the right tools to improve the customer experience.

With the Philippines sitting at the epicenter of contact center outsourcing this was a great time and opportunity of Aspect to be sharing its views on the value of moving to next generation contact center solutions.