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Context is Everything: Aspect Software Introduces Experience Continuity Contextual Consistency Between All Customer Service Interactions, Channels

Context is Everything: Aspect Software Introduces Experience Continuity Contextual Consistency Between All Customer Service Interactions, Channels

MUMBAI, May 13, 2015 /PRNewswire/ —

Rise in Consumer Preference for Mobile and Self-service Interaction Driving Need for Greater Channel Interconnectivity

A new study from Aspect Software found that the top customer service frustration for
consumers today is that the consumers have to repeat themselves multiple times to multiple
people via multiple channels – ahead of being transferred and ahead of not getting any
issue resolution at all. To help companies address this growing pain point, Aspect, a leading provider of fully-integrated customer interaction management, workforce
optimization, back-office and award-winning cloud solutions, today announced Aspect
Experience Continuity(TM), an intelligent customer interaction platform that provides
context and continuity when moving from self-service to live-service, switching between
channels, or when switching between proactive outbound communication and inbound service inquiries.

http://photos.prnewswire.com/prnh/20140922/706625-a )

With the flexibility and nearly unlimited mobility brought on by smart phones,
consumers around the world have taken to find issue resolution to business questions by
themselves, on the go, and whenever they want instead of relying on the constraints of
call center business hours. In fact, a recent Aspect consumer survey found that nearly all
(96%) of the consumers surveyed said when contacting customer service about the same
issue, they should be able to pick up where they last left off, regardless of channel.
Aspect Experience Continuity addresses this growing trend and allows consumers to do so in a connected environment.

As an example, consider an exchange about a policy claim between a customer and their
insurance company. The customer makes a call outside of business hours and interacts with
the IVR, inquiring about a claim, but doesn’t get all the answers they want from the
automated system. The Continuity Server stores data about this interaction so the next day
the insurance company takes action based on this information and calls the customer back, asking them if they’d like to pick up where the IVR conversation had left off.

“With the proliferation of available customer care channels in this age of pervasive
mobile computing, a smooth handover between channels such as mobile app, IVR, or website,
or when switching from self-service to live-service, is more crucial than ever to provide
excellent customer service,” says Spence Mallder, Chief Technology Officer and General
Manager WFO, Aspect. “We call it Experience Continuity. By storing Context Cookies in our
Continuity Server during the customer journey, customers can experience continuity when
attempting to complete an interrupted transaction either at a later time, or on a
different channel. If executed effectively, it significantly reduces the age-old complaint of customers having to repeat themselves.”

Any customer service engagement, whether with an agent or through self-service, if
done in isolation from a customer’s interaction history or live-service engagement, can
create consumer frustration. Connected and contextually-linked service gives customers
quick and convenient access to information when needed, and can also provide quick ROI for
businesses that can focus their contact center staff on more elaborate inquiries and
customer retention efforts. But while consumers will continue to reach out for human help
for moderate and complex account inquiries or technical troubleshooting, they’ll also
expect the agent to have the self-service interaction history available to prevent
repetition. In the same survey mentioned above, 82 percent of consumers said they prefer
using self-service to resolve simple customer service issues but 86 percent prefer agent consultation to resolve more complex customer service issues.

To create an ideal omni-channel experience, where customers can pick up an interaction
where they left off, regardless of channel, companies need a defined “exit strategy” for
customers transitioning from self-service to agent-assisted service. The customer
interaction trail that provides channel-agnostic context to the agent is central to a seamless customer service experience.

“Our research shows that customers, on average, use more than four different
self-service or live-assist channels in order to complete their e-commerce tasks,”
explains Dan Miller, lead analyst at Opus Research. “Rapid recognition of each customer’s
intent within the context of an ongoing conversation shortens each step, promotes loyalty
and creates a more pleasing experience for both customers and their selected agent. Opus Research calls it ‘Intelligent Assistance’.”

The Experience Continuity platform is included in the upcoming release of Aspect CXP 14.1. For more information, please visit
www.aspect.com/solutions/customer-experience/experience-continuity [http://www.aspect.com/solutions/customer-experience/experience-continuity ].

About Aspect

Aspect’s fully-integrated solution unifies the three most important facets of modern
consumer engagement strategy: customer interaction management, workforce optimization, and
back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help
the world’s most demanding contact centers and back offices seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit http://www.aspect.com/in.

Follow Aspect on

Twitter at @AspectIndia and read our blogs at http://blogs.aspect.com.


Shailendra Tanwar
Head Marketing-India and Middle East
Aspect Software

Melissa Rodrigues
Perfect Relations

Tanya D’Souza
Perfect Relations


Aspect Software