Aspect Launches its Next-Gen CX Platform in India

CIOReview Team | Tuesday, 22 November 2016, 12:04 IST

Aspect Software, a global leader in customer engagement solutions, has today launched the next generation platform in India titled Aspect Customer Experience Platform (CXP) at the Gartner’s Symposium 2016. Aspect CXP, a design once-deploy anywhere platform is a highly customizable and powerful ecosystem that utilizes automation and natural language understanding. This platform enables companies across verticals to build an omni-channel customer contact center which is truly engaging.

Speaking on the launch, Mr. Sanjay Gupta, Head-Cloud Business, APAC and Middle East and Managing Director, India and Middle East, Aspect said, “Over the past few years, we have witnessed a drastic transformation in the customer’s behavior, as they increasingly prefer to use self-service to resolve their queries. As India rapidly enters a mobile-first era, self-service will become a powerful platform for companies to provide personalized experiences to their customers. We believe Aspect CXP will enable our clients better engage their customers with the help of the three key attributes of self-service -context, continuity and convenience.”

Aspect CXP is a unique platform that supports the entire self-service application lifecycle -from design to deployment to application tuning. CXP reduces the complexity of delivering self-service applications while significantly improving the customer experience – enabling enterprises, service providers and integrators to provide more value across multiple communication channels at lower costs. Moreover, Aspect CXP is used to create self-service customer contact applications across multiple communications channels such as voice, text (IM, SMS, USSD), mobile web, social networks and smart phone applications.

A recent survey by Aspect revealed that 59% of millennials state that their customer service expectations have increased over the last three years. Mr. Jagannath Narendran, Senior Vice President, APAC and Middle East, Aspect, explained, “Even though the Indian enterprises have slowly started creating an omni-channel environment, it may not be comprehensive enough to engage with the consumers, especially millennials. This platform has already received an overwhelming response from international markets such as North America and Europe; we expect it to also disrupt the self-service industry not just in India but the whole of APAC as well.”

Aspect’s portfolio comprises of solutions for workload optimization, customer engagement, customer outreach, cloud infrastructure and more. With the launch of Aspect CXP in India, the company aims to expand its portfolio and focus on retaining its leadership in the customer engagement solutions industry across the country.