Contact Center Efficiency Stands Out at ICMI


Last week, more than 1,500 contact center professionals came together at the Walt Disney World Resort for ICMI’s Contact Center Expo and Conference.  The event included call center tours, more than 75 sessions covering everything from cloud solutions for the contact center to social media and customer advocacy, and over 100 exhibitors, including Aspect.

During our time at the expo, we met with a lot of people – current customers, new prospects, and even those who just wanted to grab one of the AspICMIect bots we were giving away at the booth.  We found that most everyone who stopped by shares a common goal: to improve their contact centers by creating a more efficient environment.

The customers we talked to at ICMI this year were surprised to find reaching that objective was easier than they thought. Just a year ago we had just introduced Aspect Via™, our Customer Engagement Center in the cloud. This year we explained how Via is eliminating barriers that divide departments and cause the fragmentation of workflows for customers like iSelect and Trupanion. The combination of native Interaction Management (IM), Workforce Optimization (WFO) and Self-Service capabilities combined with a common user interface (UI) for configuration and administration and shared real-time and historical reporting can effortlessly help improve efficiency across the call center.

If you’d like to see how to improve efficiency in your contact center, we’d love to show you.  Contact us to schedule a demo today!