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dIGITal ENTErPrISE | TALkING POINT

technology and changing customer need with demand ability to really seamlessly engage with a customer.
of doing business anywhere and any time. So, we have For our agent ecosystem, about 4 years ago we have
identified some areas and made some major investments changed our agent interface for better performance and
to augment self service technology and agent assisted to enhance the agent experience. We invested heavily in
technology. this and used some outside design firm help to re-factor
With acquisition of Voxeo, we used IVR platform and our agent interface. This has also helped us grow im-
the asset was mobile platform which we called CXP Pro mensely.
that enabled self service and omni channel capabilities.
This further helped in developing Aspect Via. how aspect is following aI trend and chatbot trend, is
Aspect Via addresses the preferences of the digital- it also a focus point?
first consumer with interactive voice (IVR) and text (ITR) A chatbot is a next step in enhancing customer experi-
response powered by Natural Language Understanding ence and its a trend that is growing rapidy. Customers
(NLU) for more conversational, automated exchanges today need self-service and easy interface to interact
with today’s self-reliant, mobile consumer. When live with. Chatbots are providing this. At Aspect, we have
assistance is required, Aspect Via seamlessly connects started leveraging our CXP Pro application to enable
customers to the best agent, with the right skills. Interac- the development of chatbots. Some of the examples
tion context is preserved so team members can delight are wide ranging- it could be an application like a virtual
customers with personalized, frictionless customer expe- concierge that we have implemented for a local hotel
riences. This makes the delineation between self-service chain in London.
and live service invisible to the consumer across voice
and digital channels. do you have r&d facility here in India?
Aspect Via offers: From Go to Market perspective, India is very critical mar-
l The only customer engagement center with native in- ket for us. It also act as port for our activities around the
teraction management, workforce optimization, IVR and globe. We have at least 25% out of our global workforce
self-service capabilities based in India. This workforce is responsible for devel-
l Developed as one platform, based on proven technolo- opment of solutions, technical services etc. Majority of
gies from Aspect’s marketing-leading portfolio Indian workforce is based out in Bengaluru, where we
l Common UI for configuration and administration across have Centre of Excellence. This CoE is not only provides
all capabilities R&D but innovation team present here also develop cus-
l Shared real-time and historical reporting across all ca- tomer specific integrations for global customers as well.
pabilities We also have three customer care centre round the globe
l Role-based UI provides an easy to use, streamlined UX (Tennessee, London and in Bengaluru), they provide 24*7
for agents, team leads, and administrators customer care to the customers, and is enable to provide
l Designed exclusively for the cloud and follow the technical support.

how the user friendliness of the solutions play a role Who are your main competitors?
in success of the portfolio? Traditionally if we look at the competition it is Avaya,
User friendliness is the biggest key factor in the success of Genesys and Cisco, as they also deal in Unified Commu-
our solutions not just for the end customers but from the nication infrastructure. We have designed our solutions
agent perspective also. From the customer standpoint, to coexist in their environments so we can wrap around
the solution should be easy to use as he is the one doing those investments and add value to customers so they
conversation via different platforms. They should be able don’t have to replace those investments out. In the agent
to interact. For this, we have made major investment for productivity space, our primarily competitors are Nice
capability of natural language understanding which ena- and Variant. We also have lot of emerging competitors like
bles us to provide a customer interaction from the digital Point solutions. But our integrated workflow approach
and self service standpoint in a very conversational man- and customer engagement centre capabilities gives us
ner. That capability has given us profound impact on our strong competitive advantage over them.

| A CyberMedia Publication www.dqindia.com January, 2018 | 71