Date: 11/24/2014, Phoenix, Arizona
- Awarded for innovation in Zipwire™ Mobile API, making it easy to embed agent assistance directly into mobile applications
- Pure cloud, SaaS-based contact center solution delivers a truly omni-channel customer experience with Zipwire Mobile API
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced that TMC, a global, integrated media company, has awarded the Zipwire Mobile API a 2014 Contact Center Technology Award for its integration of mobile features into the customer experience.
Aspect’s pure cloud, SaaS-based contact center solution, Zipwire, delivers omni-channel customer care with multi-session chat, fully-featured agent and supervisor desktops and advanced reporting and recording capabilities. Delivered through the Aspect Cloud, the company’s expansive and patented global data center and telecommunications infrastructure, Zipwire’s simplicity and speed of setup accelerates the time-to-value for contact centers by quickly getting agents serving customers in hours.
The ninth-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.
Zipwire Mobile API makes it easy to route customers within a mobile application to an agent for more personalized assistance via voice, SMS, video or web chat. The customer is then able to send the agent supplemental information, like a product photo – improving the likelihood of first-contact resolution and seamlessly delivering a truly omni-channel customer experience. Key features include:
- Seamless transition between mobile self-service applications and live agents
- Use skills-based routing and queuing as well as mobile application context to get mobile inquiries to the right agents
- Integrate supplemental mobile information into Aspect’s fully browser-based agent desktop, to deliver interactions with context
- Measure the quality of customer experience with post-call surveys, analytics and reporting to track key performance indicators like first-contact resolution
“The rapid proliferation of smart phones gives consumers a powerful communication and computing device they take everywhere. Zipwire’s innovative mobile API opens up unlimited possibilities for our Zipwire customers to deliver better service through their mobile application while reducing costs and effort for both the consumer and the contact center agent,” says John Amein, Vice President Product Management, Aspect. “By interacting through the mobile app and routing the customer to the appropriate agent on the appropriate channel with the context of that interaction, Zipwire Mobile API makes it easier and faster for agents to deliver more precise and personalized service than ever before. The TMCnet Contact Center Technology Award reinforces that Aspect is on the forefront of improving the context of dialogues between customers and agents, getting everyone closer to the goal of first-contact resolution.”
The Contact Center Technology Awards will be published in the 2014 November issue of Customer Magazine.
For more information on Zipwire, please visit: http://zipwire.aspect.com/.
Aspect’s fully-integrated solution unifies the three most important facets of modern customer engagement strategy: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world’s most demanding contact centers and back offices seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.
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