Aspect releases Social Media into the Contact Center

Aspect has released Aspect Social Media Channel Integration to help businesses turn social media engagements into productive customer dialogues that create a positive experience and deliver significant business value. With the Aspect solution, organizations can better manage their interactions with today’s hyper-connected consumers who are increasingly relying on social media not only to communicate with peers but to seek answers about products and services.

Aspect’s approach addresses the complete business issue of routing the right issue at the right time to the right resource, managing the resources needed for an effective social media response, and measuring the efficacy of the social media strategy. Aspect customers can apply Aspect’s sophisticated workflow rules, call center performance analytics, and workforce optimization capabilities to social media-based communications. This allows social media communications to be easily integrated into the overall customer contact strategy as a distinct channel, leveraging existing resources and investments. It ensures that this new channel can be compared to and put in the context of the total engagement strategy, rather than remaining an isolated medium. The Aspect solution provides a powerful engagement framework backed by Aspect Unified IP.

Aspect Social Media Channel Integration customers can productively respond, plan for, and measure social media interactions through Aspect’s core interaction management and workforce optimization capabilities. Aspect’s vendor-agnostic approach supports its open standards methodology, giving customers complete freedom as to which social media monitoring tools they choose. This approach also enables Aspect to easily integrate with new social media channels as they emerge.