As we bound full steam ahead into 2016, it’s fun to take a peek back at where we were (literally) in 2015. We had a great time at events meeting people and dropping knowledge about providing a superior customer experience and the tools that can make it a reality.
Check out just a few of our highlights from 2015:
The Aspect Analyst Summit
Our year began in Cancun with our annual analyst summit where we convened with the top contact center and workforce analysts to look back at our successes, share Aspect’s product, and technology vision and discuss our vision of the future of customer engagement. And the response was great as was evident with some of their comments:
“Very fast moving company!”
Joe Gagnon and, Millennials expert, Jason Dorsey discussed the Millennial Challenge at SXSW in Austin, Texas. The crowd of attendees were challenged, entertained, informed and gave feedback that for many it was the best presentation they had attended.
We kicked off event season in Orlando, Florida at Enterprise Connect. We started at the WebRTC Conference-in-a-Conference where we shared live demos of the Aspect RTC Platform to improve the customer experience while reducing costs with embedded live help, high-def video and co-browsing.
When the Conference-in-a-Conference ended, we weren’t ready to go home! Joe Gagnon, Senior Vice President and General Manager of Cloud Solutions, participated in the panel discussion “Improving the Contact Center Agent Experience,” followed by Tobias Goebel, Director of Emerging Technologies, who took part in the “Delivering an Improved Mobile Customer Experience” panel discussion.
Aspect releases the Aspect Consumer Experience Index
The Aspect Consumer Experience Index, developed with Millennial expert Jason Dorsey (The Gen Y Guy®), provides analysis on how companies can adapt to this shifting consumer challenge by identifying key characteristics of an increasingly influential Millennial population (individuals aged 18-34). Insights in the study will help companies address Millennials’ evolving needs and expectations when engaging with brands.
The Launch of Aspect EQ Workforce Optimization
The Aspect EQ platform centralizes all of the common and shared features across the WFO portfolio including the modern icon and widget-based user interface (UI), shared databases, user management, claims-based authentication, single sign-on for the entire WFO platform, web-services and more. The 8.1 release converts many of the supervisory features in the portfolio to the new icon and widget-based WFO UI.
Context is Everything: Aspect Software Introduces Experience Continuity
Any customer service engagement, whether with an agent or through self-service, if done in isolation from a customer’s interaction history or live-service engagement, can create consumer frustration. Aspect Experience Continuity™, an intelligent customer interaction platform, provides context and continuity when moving from self-service to live-service, switching between channels, or when switching between proactive outbound communication and inbound service inquiries.
Aspect ACE CX20/20 was all about a 20/20 vision for consumer engagement. We spent 3 ½ days in Las Vegas with our customers collaborating, discovering and networking on industry issues, best practices and innovation around the customer experience. ACE offered an unparalleled opportunity for our partners, customers and employees to converse and connect.
Acquisition of the Technology Assets of LinguaSys
Addressing the growing consumer demand for using messaging services such as SMS, Facebook Messenger, or Twitter for customer service and support conversations, Aspect acquired the technology assets of LinguaSys, an Interactive Text Response (ITR), and natural language user interface provider. LinguaSys’ text-based Natural Language Understanding (NLU) capability combined with Aspect CXP transforms one-way notifications such as outbound text into automated, conversational self-service dialogues. Language and speech technology, combined with artificial intelligence and intelligent assistance, will enable people to interact with machines in a natural way.
Bring Your Parents to Work Day – Latin America
Aspect Latin American opened its Brazilian, Colombian and Mexican offices to the parents of employees to help celebrate the LinkedIn global event, Bring Your Parents to Work Day. We don’t just make great customer experiences, we make great parental ones, too.
We hope to see you in 2016. Learn More about ACE 2016 and join us to “Reimagine the Customer Experience.”
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