Aspect and DMS Electronics ring in future of customer engagement

Aspect Software, the leading, award-winning provider of fully-integrated consumer engagement, workforce optimisation and back-office solutions, recently showcased their complete solution offering to the Sri Lankan market along with their local partnership – DMS Electronics Ltd.

Aspect works alongside DMS Electronics to create new market opportunities, whilst offering Sri Lankan businesses top notch technologies that deliver efficient customer engagements and maximise their productivity.

Aspect South Asia and Middle East Managing Director Sanjay Gupta, who visited Sri Lanka stated, “Today consumers desire much more than seamless interactions across channels. They need experience that understand the fact that they are mobile, and wish to manage things on their own. This has led to advent of Self-Serviced consumer economy. At Aspect we understand the challenges faced by organisations as they move from the ‘Age of Information’ into the ‘Age of Engagement’.”

Gupta further explained, “Customers now expect to connect with brands on the channel of their choice. This means they might reach out via voice, email, SMS, web, chat, or social media and may even traverse multiple channels of engagement when seeking an answer to their questions or initiating a conversation. Hence, customer expectation for ease of starting a conversation in one channel, then continuing in another is a priority today.

This is where Aspect plays a pivotal role and help enterprises deliver an ‘Omni-channel’ experience to their consumers. This is delivered by giving consumers the ability to engage with a company through across channels; allowing customers to select the channel on which they would like to be contacted, respond in the channel of their choice and even switch between channels as part of one seamless interaction. It allows customers to effortlessly continue receiving assistance when they cross channels, whether it is via voice, mobile, web or social channels, whilst at the same time providing context to agents.” On the same context Sanjay added his views on technologies around Interactive Text Response, “For many customers, the convenient nature of interactions is on text channels which better fits their busy, multi-tasking lifestyle .With Interactive Text Response (ITR), channels like SMS and Twitter, we are seeing a transformation from one-way notification to two-way conversation, empowering customers to do much more at their convenience.”

When quizzed about the industries that have benefitted from Aspect’s solutions, Gupta said that it comprised of many industries with the top three being banking and insurance, telecommunications and airlines. He further added that most of these belong to the Fortune 500 companies, that has led to Aspect bagging some of the top awards in the industry such as The Frost & Sullivan 2015 Asia Pacific Outbound Systems Market Share Leadership Award, The CIO Choice Award for 2014 & 2015; Aspect has even been ranked #3 in the global Contact Centre Workforce Optimisation market by DMG and have been acknowledged for recording the highest growth for 2013/2014 by Gartner. Outlining their future plans for 2016, Gupta said, “The way customers access organisations will evolve significantly over the next five years and by 2020, 40% of sales organisations will rely primarily on mobile digital technology for their sales initiatives. Customers will expect to be recognised by a provider once they have transacted with them and will want their needs understood. This means that the role of the customer service agent will change dramatically. At Aspect, we are working towards designing solutions focused on engaging today’s Omni-channel customer while increasing productivity and performance in the contact centre as well.”