SOURCE: Aspect

Aspect

March 20, 2013 10:00 ET

Aspect Software Named Galaxy Leader in Hypatia Study on Social Customer Service and Support

CHELMSFORD, MA--(Marketwire - Mar 20, 2013) -

  • Aspect Social® scores in the top 15 percent of social customer service and support vendors
  • Top vendors chosen for most comprehensive offering, innovative roadmap, clearly defined methodology and vision, as well as customer service & support services

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced that Aspect Social has been positioned as a leader in the Hypatia Galaxy™ of 2013 Social Customer Service & Support Vendors by industry analyst and research firm Hypatia Research Group as part of its latest report. The report is based on evaluations of 27 software vendors across 12 categories and survey of over 250 global executives responsible for purchase of social media software for customer service and support initiatives.

The study was conducted in response to a driving question organizations want to know: how to harness social media in order to supply superior customer service and support. According to the report, Aspect Social was one of only a few vendors to successfully integrate social interactions with contact center operations. Aspect's multi-channel Unified IP platform for interaction management combines with the Aspect Social solution to facilitate customer service interactions across all touch-points. In addition to its integration capabilities, Aspect was placed as a Galaxy Leader due to its unique ability to supply consulting and service expertise through Aspect Education Service, Aspect Technical Service and Aspect Professional Services.

Leslie Ament, senior vice president, and principal analyst at Hypatia Research Group stated, "Organizations that adopt social media tools for customer service, combined with best practices for rules-based business process workflows, are empowered to utilize their social channels as decision support and customer engagement for value creation. Aspect's offering scored highly because of its ability to align social network, online user-generated content, and social communities with comprehensive customer contact operations."

"Aspect's position in the Hypatia Report demonstrates that Aspect is a visionary leader in today's environment of continual customer communication, where customers decide the channel and methods of interaction," said Chris Koziol, president and general manager, interaction management at Aspect. "While the report reflects our understanding of the social customer service and support environment, it also reflects our ability to deliver even greater value by being able to deploy contact center best practices within the application of social customer care. Aspect ensures that our customers can maximize their return on investment with world-class support and services who are experts in both technology and business process."

For a copy of the Hypatia Galaxy of 2013 Social Customer Service & Support Vendors paper, visit http://www.revolutionary-relationships.com/downloads.

About Hypatia Research Group
Industry analyst and market research firm Hypatia Research Group {http://www.hypatiaresearch.com} delivers high impact market intelligence, industry benchmarking, best practice, and vendor selection research for how businesses use technology and service providers to capture, manage, analyze and apply customer and market intelligence to enhance performance and accelerate growth. Coverage includes: Customer Management (CRM), Business Intelligence, Advanced Analytics, Customer Analytics, Social Media, Text Analytics, Marketing Automation, Information Management, Customer Data Management/Data Quality and GRC. Since 2001, clients have relied on Hypatia for industry insight, expertise and independent market research for guidance in assessing various technology and service options.

About Aspect
Aspect's fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world's most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSW. Read our blogs at http://blogs.aspect.com.

Aspect, the Aspect logo are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

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