Tech Technology

Aspect Launches its Next-Gen CX Platform in India

JAGANNATH NARENDRAN, SR VICE-PRESIDENT- ASIA & MIDDLE EAST, ASPECT SOFTWARE
JAGANNATH NARENDRAN, SR VICE-PRESIDENT- ASIA & MIDDLE EAST, ASPECT SOFTWARE

Aims to Deliver a Remarkable Experience to the Customers who Prefer Self-service

Aspect Software [http://www.aspect.com/in ] , a global leader in customer engagement
solutions, has today launched the next-generation platform in India titled Aspect Customer
Experience Platform (CXP) at the Gartner’s Symposium 2016. Aspect CXP, a design
once-deploy anywhere platform is a highly customizable and powerful ecosystem that
utilizes automation and natural language understanding. This platform enables companies
across verticals to build an omni-channel customer contact center which is truly engaging.
Speaking on the launch, Mr. Sanjay Gupta, Head-Cloud Business, APAC and Middle East
and Managing Director, India and Middle East, Aspect said, “Over the past few years, we
have witnessed a drastic transformation in the customer’s behavior, as they increasingly
prefer to use self-service to resolve their queries. As India rapidly enters a
mobile-first era, self-service will become a powerful platform for companies to provide
personalized experiences to their customers. We believe Aspect CXP will enable our clients
better engage their customers with the help of the three key attributes of self-service –
context, continuity and convenience.”
Aspect CXP is a unique platform that supports the entire self-service application
lifecycle – from design to deployment to application tuning. CXP reduces the complexity of
delivering self-service applications while significantly improving the customer experience
– enabling enterprises, service providers and integrators to provide more value across
multiple communication channels at lower costs. Moreover, Aspect CXP is used to create
self-service customer contact applications across multiple communications channels such as
voice, text (IM, SMS, USSD), mobile web, social networks and smartphone applications.

A recent survey by Aspect revealed that 59% of millennials state that their customer
service expectations have increased over the last three years. Mr. Jagannath Narendran,
Senior Vice President, APAC and Middle East, Aspect, explained, “Even though the Indian
enterprises have slowly started creating an omni-channel environment, it may not be
comprehensive enough to engage with the consumers, especially millennials. This platform
has already received an overwhelming response from international markets such as North
America and Europe; we expect it to also disrupt the self-service industry not just in
India but the whole of APAC as well.”

Aspect’s portfolio comprises of solutions for workload optimization, customer
engagement, customer outreach, cloud infrastructure and more. With the launch of Aspect
CXP in India, the company aims to expand its portfolio and focus on retaining its
leadership in the customer engagement solutions industry across the country.

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