Page 70 - Dataquest

dIGITal ENTErPrISE | TALkING POINTIGITal ENTErPrISE | TALkING POINT
d
shrikanth G
anushruti singh
shrikanthg@cybermedia.co.in
maildqindia@cybermedia.co.in

InDIA IS vERY

CRITICAL

MARkET FOR US

—ChRIS kOzIOl
President at Aspect Software

Aspect Software has been a vendor in the contact center market for more than 40 years, providing
on-premise telephony management systems, workforce management and BI systems. Chris Koziol,
President at Aspect Software talks about the company’s India play. Excerpts.

he trend we are seeing is shifting from voice Also markets in Australia, Europe and North America
to omni channel, how aspect is seeing the are way ahead than some of the emerging markets in
migration happening and what are the verticals Asia in terms of adoption of true cloud capabilities and
Tyou are focusing on India per se? Omni channel. And if we talk about India, here adoption is
Businesses are now shifting from traditional methods happening but still there are some of the restrictions and
of engagements to new and different level of engagement regulations which are slowing the speed. We just need to
solutions and its a new form of marketing, which is giving solve the challenges.
them an edge in how well they engage with their custom- However there is lot of happenings going on in the
ers seamlessly across channels. And it is directly impact- emerging markets in India. There is a lot of focus on verti-
ing their business in many different ways. cals like NBFC, E-Commerce and startups. They are also
In my opinion, emerging markets are more prone to experimenting and leading the charge in making the tran-
adopt latest technologies than compare to mature mar- sition from Voice to Omni channel services and they are
kets. For example we have deployed our solutions to Fa- the one which are providing us better business here.
cebook Messenger. The reason behind that is that emerg-
ing markets do not have historical implementations and Tell us about aspect via, how it is helping customers
they are more keen on adopting newer solutions for their to transform from siloed center to all cloud customer
business. Secondly, to get recognition; companies nowa- engagement centre?
days are competing with each other and here customer With the changing tech scenario Aspect also has changed
engagement comes which gives them boost in customer a lot and we have continuously excelling and rehashing
royalty, customer retention, turnover etc. and is a new our solutions portfolio according to the ever changing
form of marketing. market. The big factor that is driving change is mobile

70 | January, 2018 www.dqindia.com A CyberMedia Publication |