Aspect Software Enhances the Functionalities of Zipwire to Boost Customer Experience

By CIOReview | Wednesday, April 27, 2016
Joe Gagnon, SVP and Chief Customer Strategy Officer, Aspect Software

Joe Gagnon, SVP and Chief Customer Strategy Officer, Aspect Software

FREMONT, CA: Aspect Software, a provider of fully-integrated workforce optimization, consumer engagement and back-office solutions on premises and in the cloud has incorporated enhancements in Zipwire, the firm’s cloud-based contact centre solution. The improved features of Zipwire 3.10 include omni-channel reporting capabilities and integration with Oracle RightNow's CX Cloud application and ZenDesk's customer support applications.

"Zipwire's enhancements now provide the ability to produce a full, contextual view of a customer's experience across voice, text, social and self-service and drive improvement with detailed actionable insights," says Joe Gagnon, SVP and Chief Customer Strategy Officer, Aspect Software.

Contact centre reporting depends on the collected data and the ease with which it can be accessed and analyzed to create appropriate action procedures. Zipwire can now create a complete data view of the customer journey by merging with Aspect's continuity server which stores customer interaction data across various channels. It enables enterprises to utilize the highly flexible, scalable and secure design of Aspect's cloud architecture, while delivering a seamless omni-channel experience for customer using live agent assistance and automated self-service.

Other key features in Zipwire 3.10 include Interaction details in SFDC activity history, single-step conference, sorting for real-time service and agent metrics and totals in real-time service metrics view. It also involves campaign management and more than 20 other enhancements aiming to meet the market demands.

Aspect's fully-integrated solution unifies the three crucial aspects of consumer engagement strategies which include self-service, customer interaction management and workforce optimization. With an advanced suite of hybrid and hosted deployment options, the company effectively assists the contact centers to offer exceptional customer experience across the globe.

"The bar for exceptional customer experiences is continually rising and brands that do not meet the expectations of today's digital-first consumers risk losing customer loyalty on a significant scale," adds Gagnon.