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Aspect Software brings social customer data to contact centre

9th Jan 2013
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Customer contact and enterprise workforce optimisation firm Aspect Software has announced the launch of a new Cloud-based offering that brings together customers’ social activities to the call centre.

Combining its existing customer contact and workforce optimised platform with Lithium Technologies’ Social Web product, new offering Aspect Social notifies contact agents of interactions businesses may have had with customers over social media networks, blogs and online communities.

Moving away from simple social media monitoring, call centre operators can then respond to customers’ queries across the social sphere, as well as proactively engage customers in anticipation of disruptive events such as power outage s or travel delays. 

The solution also uses patented algorithms that score posts for sentiment, relevancy and action-ability in order to prioritise customer service operations. The offering, which can be integrated with CRM systems, also provides managers with KPI insights such as customer satisfaction, handle times and resolution rates.

“Enduring customer relationships are built across multiple channels and brands need to implement a sustainable and scalable social strategy,” said Mike Betzer, SVP at Lithium Social Web.

Jim Freeze, CMO of Aspect, added: “By aligning social customer care with the metrics and processes proven to work in the contact centre infrastructure, Aspect Social enables organisations to turn social monologues into productive dialogues that grow customer loyalty.”

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