Tuesday, 03 March 2015 18:15

VIDEO Interview: A Premier new Aspect to revolutionary customer service

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What if you could revolutionise your customer service and support with cloud technology so that customers could interact even by text messaging and be truly delighted?

With all the benefits that cloud technologies have brought to consumers and businesses, why hasn’t the act of getting customer support and service from a call centre and customer support people been equally revolutionised?

Well, now it has, thanks to Aspect Software’s omni-channelled and fully-integrated, cloud based customer interaction management software, that also optimises your workforce and handles the fiddly back-office stuff with ease. It does so through a full suite of cloud, hosted and hybrid deployment options, helping ‘the world’s most demanding contact centres seamlessly align their people, processes and touch points to deliver remarkable customer experiences.’

Aspect Software has been at it for a long time, too - 41 years young, with the company’s executives describing Aspect last year as a ’40 year old startup’, showing it has taken customer service so seriously that it has kept its own customers very happy for decades.

The US company today launched its new Customer Experience Platform (CXP) in Australia with its partner Premier Technologies, after which a wider APAC launch will follow.

Premier Technologies transitioned from a software development organisation when it started 28 years ago, to a contact centre system integrator and more recently to a cloud services provider delivering large scale contact centre services on demand in a SaaS model both in Australia and overseas. He is a highly regarded keynote speaker in the contact centre industry and a progressive thought leader in all areas of customer interaction management, analytics, personalisation and e-enablement.

Available to businesses of all sizes, it levels the customer service experience playing field while radically upgrading it to deliver customer interaction that leaves them delighted with the experience, rather than frustrated as is so often the case with most customer support experiences today.

Businesses have clearly recognised the compelling advantages of moving their computing infrastructure to cloud and hybrid cloud services, but in an age of seeking competitive advantages across the board, why not move customer contact centre instructor to the cloud too, to realise massive customer satisfaction and retention gains while still controlling overall costs?

Aspect says ‘the cloud enables companies to streamline the process of providing modernised, up-to-date service to customers, personalising service to meet their preferences and demands, in addition to providing the advantages of cost, reliability and flexibility’, with Aspect Cloud offering ‘contact centre solutions that have been purpose-built to bring the simplicity and operational advantages of the cloud along with speed and ease-of deployment.’

That’s part of the message that Aspect and Premier were giving at a breakfast event entitled ‘Customer Experience 2020’ this morning at Sydney’s Hilton Hotel, and which it is repeating tomorrow morning in Melbourne (4 March 2015), with presentations from Joe Gagnon, Senior VP and GM of Cloud Solutions at Aspect Software and Fausto Marasco, Executive Director of Premier Technologies.

iTWire attended this morning’s presentation, after which we conducted an interview with both Gagnon and Marasco to explain these developments and the new way to deliver delightful and outstanding customer service.

Here is the interview - the article continues below!

Joe Gagnon, Senior VP and GM of Cloud Solutions at Aspect Software said: “Through the Aspect and Premier Technologies partnership, businesses can now leverage a cloud contact centre solution that is flexible, easy to deploy and complete - including Omni-Channel, CRM integration and a full self-service suite. Premier Technologies is the first company to offer Aspect Cloud to the Australian and New Zealand market.”

Fausto Marasco, Executive Director of Premier Technologies said, “The strategic alliance represents a great opportunity to take our combined experience and know how in cloud contact centre solutions that we developed in Australia over the last 8 years into the rapidly emerging APAC region. 

“With many leading analysts projecting double digit growth for cloud services in the APAC region and the growing awareness and recognition from customers of the many benefits of cloud services, this alliance is well timed to take advantage of the seismic shift in the way contact centre services are being delivered in the region.

“IVR has been the bedrock of customer self-service for decades. Aspect CXP builds on this capability and adds Omni-Channel capabilities to support the growing use of mobile devices. Aspect CXP will enable organisations to deliver IVR services re-imagined for the mobility generation,” concluded Marasco.

Click here for more information on the Aspect Customer Experience Platform, now available in Australia via Premier Technologies. 

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Alex Zaharov-Reutt

One of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.

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