Aspect Software, a leading provider of contact center solutions formed by the recent merger of Concerto Software and Aspect Communications, won Best of Show in the voice processing category for Aspect Customer Self-Service version 7.1 at the ICCM Conference and Expo held Sept. 25-28 in Las Vegas. Judges cited the interactive voice response (IVR) platform’s ability to accurately pinpoint places of abandonment in the call path as one of the primary reasons for winning this award. This call auditing feature lets contact center managers drill down quickly to causes of abandonment, such as too many complicated menu choices or lack of a timely option to “zero out” to an agent, and to resolve them swiftly.
“Aspect Software’s IVR enables contact center managers to use strategic reporting in determining how to apply self-service applications to the unique needs of their businesses,” said Ralph Breslauer, Aspect Software’s executive vice president of sales and marketing. “It is true that self-service can increase customer satisfaction and lower costs, but only if the right technology is used in combination with the right processes, so that customers aren’t alienated. This award is another testament to Aspect Customer Self-Service being a key to self-service success.”
The Best of Show awards honor ICCM exhibitors and products that have the most potential to change the future of the contact center industry. Independent industry analysts, consultants, editors and writers from the Call Center Industry Advisory Council, The Call Center School, McGee Smith Analytics, Real Market, Saddletree Research, Speech Technology Magazine, The Unified-View and Ventana Research were judges. They evaluated the entries based on ease of integration, implementation, system quality, customer service features and return on investment.
“We feel this year’s winners are truly at the forefront of innovation and ingenuity,” said Christina Condos, group show director of Questex Media Group Inc., which produces the annual conference.
Aspect Customer Self-Service uses PSTN and VoIP connectivity to automate transactions ranging from simple information requests to more complex processes such as order placement and address capture. The software uses touch-tone, speech-recognition, speaker-verification, text-to-speech and VoiceXML technology to provide convenient, professional, flexible access to people and information.
For more information about Aspect Customer Self-Service, please refer to the document posted at http://www.aspect.com/mm/pdf/products/interactive/Aspect_CSS_ds.pdf.
About Aspect Software
Aspect Software, the founder of the contact center industry, is the only company 100 percent focused on providing proven, innovative products and services that enable key business processes including customer service, collections, and sales and telemarketing for in-house and outsourced contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact. Headquartered in Westford, Mass., Aspect has operations across the Americas, Europe and Asia Pacific.
