The Aspect Web Interaction v.2.1, a customer relationship software application that brings live service to the web. The software enables e-Business customers to request assistance at precise web site points of interest and purchase. Web Interaction v.2.1 claims enhanced online security, improved support for cookies and Java script jumps, configurable HTML error/warning message suppression and integration with third-party personalization servers.
The software incorporates Internet standards to provide Internet protocol (IP) telephony, callback requests, text chat, shared browsing and intelligent routing to the best contact center resource, in addition to collaborative tools such as page markup and joint form completion.
Through integration with the Aspect Customer Relationship Portal, the technology allows for the application of business rules to web interactions and integration with existing front- and back-office systems and customer databases.
“We continue to encounter clients who have real issues every day with less-than-acceptable web support,” said Bruce Gilbertson, chief operating officer of Millennium Teleservices, which provides eCommerce solutions for web-based and brick-and-mortar companies.
“Web Interaction was easy to install, allowing us to receive immediate benefits and enabling us to address online requirements quickly, as well as intelligently routing interactions to the most qualified of our contact associates through its integration with the Aspect Portal,” said Gilbertson.
“Market research studies have shown that most customers making web-based purchasing decisions need, in many instances, real-time customer service,” said David Puglia of Aspect. “The abandonment rate of online purchases is approaching 70%, but companies using Aspect Web Interaction can allow customers to interact with sales and service representatives in real time and significantly decrease abandonment rates and increase eCommerce revenues.”
The Aspect Customer Relationship Portal allows companies to build eCRM applications that integrate front- and back-office systems, eCommerce applications and multimedia contact centers into one centrally managed eBusiness system. The Aspect Portal Multimedia application unifies and personalizes customer interactions across web, phone, fax and e-mail to identify, qualify, cross-sell, up-sell and route customers in real time.
Aspect is headquartered in San Jose, California, with offices in major cities worldwide.