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Contact Center Solutions Week in Review: Aspect, BBX, and More

February 03, 2018

Contact Center Solutions saw everything from artificial intelligence to a new cloud contact center solution. There was also the offering of tips on how to minimize consumer turnover, in an industry where customer and agent satisfaction keeps the wheels on the bus moving at a steady pace. In case you missed any news or announcements, this is the perfect time for the Contact Center Solutions Week in Review.

Aspect Software is now the leader in North American cable and broadband company contact center deployments. “By consolidating operations, these customers will realize improved and consistent processes, and drive new cost reductions,” explained Chrissy Cowell, Director of Workforce Optimization, Aspect. “Plus, being cloud deployments, they will also minimize their IT footprints while getting more frequent and far less disruptive system upgrades. We’re thrilled that the cable industry, arguably the most demanding customer service environment around, is partnering with Aspect to create better customer experiences through happier, better-equipped agents.”

How can we lower customer turnover in contact centers? It is no easy feat and according to research from Accenture Strategy, poor customer service personalization and poor trust cost American businesses $756 billion in 2017 alone. There are ways to improve this customer churn and you can read all about that right here!

Sabio, eGain, and Salesforce have joined Avaya’s A.I. Connect initiative. Each individual company will bring personalized experience to the Avaya team to enhance artificial intelligence, especially with Salesforce’s Einstein, allowing companies to automate tasks, forecast future behaviors, and suggest the next best steps. Teamwork makes the A.I. dream work!

BBX Technologies has unveiled its cloud-based center solution, Vuesion Sky. “Contact center as a service solutions offer similar functional capabilities to those of on-premises contact center infrastructure,” notes Gartner. “The key differences are that, with CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly subscription, and there is a stronger focus on service capabilities, not just product functionality.”

And there you have it; all the Contact Center Solutions news in one neat little package. Come back next week early and often so you don’t miss a moment.