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Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, has announced Spanish-based STD-Multiopción, a leading provider of contact centre services, promotion management, BPO and e-commerce support, has implemented Aspect Social for integrated management of its customers’ social channels for customer service.
Several of STD-Multiopción’s customers in the banking and retail industries are using Aspect Social to address their customers’ growing use of social media for service and response.

“Social networks are quickly becoming as vital a channel for communication between companies and their customers as e-mail, SMS or any other customer service channel, so the contact centre is the natural location to manage these interactions,” explains Fran Muiños, Social Media Manager at STD-Multiopción.

“With Aspect Social, Aspect provides us with a single tool that seamlessly integrates into our existing contact centre service operations to allow efficient monitoring of, and response to, the social conversations of our clients’ customers.”

STD-Multiopción wanted a unified and integrated solution that would incorporate management of social channels into its overall contact centre services, allowing them to analyse and respond to conversations, conduct market research and proactively distributes service messaging to their client’s customers.

Aspect Social, a cloud-based offering, is integrating the customer interactions of several of STD-Multiopción’s clients with their overall customer contact operations. By keeping the social response function within the contact centre, STD-Multiopción is able to apply the best contact centre practices and metrics tracking to their clients’ customer service activities.

Aspect Social provides capabilities specific to the needs of contact centre’s, including:
* The ability to move beyond passive monitoring of social channels and ad-hoc responses, to empowering contact centre agents to act on inquiries or comments in the social sphere skillfully in a disciplined, timely way;
* Proactive engagement of customers in instances such as power outages, travel delays or service interruptions;
* Automatically identify, prioritise and route social conversations to the appropriate agent; and
* Measure the effectiveness of the response, providing specific tools and skills to respond to the needs of the contact centre’s agents and supervisors.

“Organisations need to embrace social media as an essential, two-way channel that can increase their ability to deliver a differentiated customer experience.
“By aligning social customer care with the metrics and processes proven to work in the contact centre infrastructure, Aspect Social enables organisations to create genuine customer advocacy and grow customer loyalty,” says Chris Koziol, president and GM of Interaction Management at Aspect.

“STD-Multiopción understands that as consumers increasingly take control of their relationship with companies, an integrated approach that includes all channels their customers choose to engage with them on is essential to delivering exceptional service.”