Innovating with IVR

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IVR is still the workhorse in the contact center, with clear and proven value propositions like cost reduction through automation, or 24/7 availability of information. Well-designed IVR can work hand-in-hand with agents in the contact center, and ensure a smooth handover from digital channels such …

Customer Service Solutions Keep Hospitality in the Penthouse Suite

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To understand the disruptive threat that alternative lodging companies pose to the hotel industry, look no further than research released earlier this year by Cowen and Company providing a glimpse into the success of Airbnb. The report indicated that Airbnb’s global bookings are anticipated to …

Isn’t it time we gave our employees the same technology we provide our customers?

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Inside many businesses, especially at enterprise scale, sales teams are often referred to as “customers” by marketing and support personnel who provide services or “products” such as collateral, training, etc. to create a deliverable for an external customer. 

Aspect’s customers are companies who operate contact centers …