Aspect Enhances Zipwire for Improved Agent Experience

By CIOReview | Friday, September 25, 2015
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FREMONT, CA: Aspect Software, a provider of cloud-based, fully-integrated consumer engagement, workforce optimization and back-office solutions announces important customer and agent experience enhancements to Zipwire, the company’s cloud contact center solution to improve customer engagement on various communication channels.

The latest release includes the new Agent Desktop feature that improvises agent interactions to create better efficiency, productivity and performance. The Mobile and Web APIs enable support for two-way audio and video conversation. It allows file transfer for desktop and mobile applications. The Presence - Zipwire will now provide indication of resource availability directly from the Agent Desktop.

The upgrades also include personal and group-based routing which means that an incoming interaction can now be distributed to the agent who handled previous interactions with the same customer or related to the same case. The Voicemail greetings feature allows Agent driven voicemail management, and support for multiple VM greetings.

Zipwire enhancements also include ARIA (Accessible Rich Internet Applications) support. ARIA provides a means to make web applications more accessible to a diverse range of users, including those who use assistive technologies like speech to text. The ARIA support allows usage of the Agent Desktop with a screen reader for inbound call processing, including consult calls, transfers, and internal chat. Screen readers are software programs that allow blind or visually impaired users to read computer text with a speech synthesizer or braille display.

According to Gartner, in a research note published earlier this year, weak mobile customer service is harming customer engagement. Gartner noted that nearly 60percentof customer service interactions required the intervention of a human support agent in 2014. But by 2017, this will be cut nearly in half through more radical self-service, communities, alerts and mobile devices.

“To the consumer, a customer journey is not a string of events in isolation, it is one continuous conversation. So when their “info" is not carried from interaction to interaction, in the consumer’s eyes, that conversation becomes fractured and frustrating, our latest enhancements to Zipwire not only address a growing consumer desire for mobile and self-service based experiences, they also address the demand to have interaction continuity between channels. We recognize that creating a great customer experience requires an equally outstanding experience for the agent, too,” says Joe Gagnon, Senior VP, President and General Manager, Cloud Solutions, Aspect.