Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, announced that TMC, a global, integrated media company, has selected Aspect for a 2014 Speech Technology Excellence Award for Aspect Proactive Engagement Suite.
The 10th annual Speech Technology Excellence Awards, presented by CUSTOMER Magazine, honours companies who have demonstrated innovation in speech technology solutions that improve the bottom line for their customers.
Aspect’s Proactive Engagement Suite, a SaaS-based application, provides businesses a personalised, compliant and cost-efficient method for two-way outbound customer engagement that operates entirely in the cloud.
With its omni-channel capabilities, customers can be in control of how they want to be contacted, how they want to respond and how they choose to take action on notifications. The Proactive Engagement Suite enables customer care that drives customer satisfaction, saves cost, inspires loyalty, and ultimately increases revenue.
“We have been delighted with the results of Aspect Proactive Engagement Suite over the past two years. It was incredibly easy to implement and integrate into our existing business processes,” says Graham Blackburn, contact center manager at Anglian Water.
“It has allowed us to consolidate multiple channels of communication into one cost-effective, unified platform, with minimal involvement on our part. Customers do have the option to opt out of this proactive notification service, but the fact that very few do demonstrates the value they believe it adds to their customer experience, and in turn brings added value to Anglian Water as a business.
“Several customers have already taken the time to give positive feedback, so we are delighted with the way the Aspect Proactive Engagement Suite has been received. Obviously from a business perspective, the fiscal benefits have been a huge bonus.
“In order to keep up with consumers’ expectations of how they communicate with brands, companies have to provide seamless and integrated customer service as well as start becoming more proactive in how they engage with their customers,” says Chris Koziol, president and GM of Interaction Management at Aspect.
“The Speech Technology Excellence Award illustrates Aspect’s success in empowering brands to deliver exceptional service and support to consumers as they need it, and how they want to receive it.”
Because the suite operates on industry best-practice template applications, businesses can implement solutions within hours as compared to weeks when using premise-based systems.
“Aspect has demonstrated to the editors of CUSTOMER magazine that its product is both innovative and a leader in the speech technology industry. Aspect’s Proactive Engagement Suite has proven its superior capabilities and has ultimately improved the bottom line for its customers,” said Rich Tehrani, CEO, TMC.