When talking to IVR applications, the caller experience very much depends on the quality of automated speech recognition (ASR). Nothing is more off-putting than listening repeatedly to prompts like “Sorry, I didn’t get that,” which is why it’s so important to tune the speech recognition …
Product Updates
Context Continuity from Web to Voice
We prefer to solve our own customer service issues. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Most of the time, we’ll start on the company’s website to accomplish our …
Voicebots in Aspect Via® – How to Collect Sensitive Data in the Call Center Securely and Conveniently
With fraud continuing to be an area of concern, enterprise IT departments are pressing forward with best effort approaches to securing data. Agents in the contact center touch various systems holding personal and sensitive information and speak to customers over the phone and other channels. …
Turning On-Hold into an Interactive Experience: InQueue Engagement with Aspect Via®
Based on our own market research, customers prefer self-service and have likely taken time out of their day to call and resolve an issue they’ve likely already tried to address through web or mobile self-service…so why not make the most of every second of that …
Product Series: Self-Service with Aspect Via®
If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via, our Customer Engagement …
So, What Happened at ACE 2018?
Spring just wouldn’t be the same in North America without flowers blooming, windows opening, and an Aspect Customer Experience event recap on the blog. Much like breaking out my flippys and Corona tank top, it’s not Spring until we sum up the year’s annual event …
Authenticating payments by SMS alone could open fraud holes
Banks and payment services providers (PSPs) should not use SMS alone for one-time passcodes to authenticate mobile and online transactions as it could leave users open to identity fraud.
The European Parliament has formally adopted the revised Payment Services Directive (PSD2), boosting protection of online and …