Aspect Software Announces GEM Award for Customer Service Agent Excellence

Date: 3/29/2018, Phoenix

  • The GEM (Going the Extra Mile) Award recognizes customer service agents who go the extra mile to provide exceptional customer experiences 
  • Southwest Airlines and Arvest Bank’s customer service agents named the first GEM Award winners
  • Nominated by their peers, monthly winners are chosen by the Aspect Software User Group Association (ASUGA)

Aspect Software, a leading provider of native consumer engagement, workforce optimization, and self-service solutions, today announced the GEM (Going the Extra Mile) Award which recognizes customer service agents who go the extra mile to provide exceptional customer experiences. The first two award winners, Andy Johnston, Contact System Analyst at Arvest Bank and Ross Cloud, Systems Development Analyst at Southwest Airlines, were also announced. Selected by the Aspect Software User Group Association (ASUGA) and named the February and March award winners, both Andy and Ross will be recognized at this year’s ACE, Aspect’s annual Customer Experience event being held April 23-26 in Las Vegas.

“From our intuitively designed UI and our industry-leading workforce management software, Aspect has long been at the forefront of customer service agent experience and engagement,” said Tim Dreyer, Senior Director Analyst, Public Relations at Aspect. “The GEM Award is all about the willingness to go the extra mile and these peer-nominated agents truly embody the award’s mission of going above and beyond. We are thrilled to recognize these two exceptional brand ambassadors for their drive to better service customers, innovate processes, and help their colleagues while using our solutions.”

  • Andy’s work configuring the contact center front-end script, helped lower calls to live reps at Arvest Bank by 15%.
  • Ross worked closely with the Aspect team to isolate and quickly troubleshoot problems during the Southwest Airlines version upgrade cutover. He saved countless hours of frustration and effort with his knowledge and expertise.

The GEM award recognizes the exemplary work of the front-line agents as well as back-office team members. The award provides an opportunity for companies to recognize and reward their employees by sharing the story of their creativity, dedication and willingness to work surprise and delight a customer.

“ASUGA is proud to be part of the Aspect GEM Award program. As you can see from our first two winners, there are many awesome Aspect users who are going the extra mile and we are excited to recognize and reward them,” said ASUGA President and CEO, Ric Wilson.

To learn more about the GEM Award winners or to nominate someone visit the Aspect GEM webpage.

About Aspect
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit

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For more information, please contact:
Michael Harris, Aspect Software CMO
Tel: 602-586-5810