SOURCE: Aspect

Aspect

March 28, 2011 08:11 ET

Aspect to Speak on Next Generation of Customer Contact and Host Customer Experience Roundtable at Gartner Customer 360 Summit 2011

CHELMSFORD, MA--(Marketwire - March 28, 2011) - Aspect, a leading provider of customer contact and Microsoft platform solutions, today announced it is participating in two speaker sessions during the Gartner Customer 360 Summit 2011 taking place March 30 - April 1 in Los Angeles. Gary Barnett, Aspect chief technology officer and executive vice president, will present "The Next Generation of Customer Contact" on Thursday, March 31. Nancy Dobrozdravic, Aspect vice president of solutions marketing and Serge Hyppolite, Aspect director of product management, will facilitate an attendee roundtable discussion entitled "The Evolving Role of the Contact Center" on Friday, April 1.

Both Aspect sessions address the changing expectations of today's consumers and how the contact center is evolving to meet these rising customer expectations spurred on by advances in communications and increased mobility. Mr. Barnett will focus on how the contact center, the broader enterprise and its partner ecosystem collectively need to adapt to be next-generation customer-contact capable. The roundtable session will provide the opportunity to learn from peers and experts about how to gain customer insights via the contact center to influence customer experience management strategy.

Aspect, which was named a leader in the Gartner 2010 Magic Quadrant for Contact Center Infrastructure Worldwide, will be present in booth AA to discuss its unified contact center platform that uses real-time communications, Web 2.0 and collaboration technologies, combined with contact management and workforce optimization, to enhance the customer experience.

Session Details
Title: The Next Generation of Customer Contact

Time: Thursday, 01:20 PM-01:40 PM PDT

Speaker: Gary Barnett, chief technology officer and executive vice president, Aspect

Location: Diamond Ballroom 5, JW Marriott, Los Angeles

Description: A customer-centric enterprise model is expanding customer contact into new parts of the business, requiring key functional areas within an enterprise and its partner ecosystem to be contact-capable. Find out how your contact center can adapt.

Title: Roundtable: The Evolving Role of the Contact Center 

Time: Friday, 09:15 AM-09:45 AM PDT

Speakers: Nancy Dobrozdravic, vice president of solutions marketing, Aspect; Serge Hyppolite, director of product management, Aspect

Location: Platinum Ballroom A, JW Marriott Los Angeles

Description: As more people in the enterprise engage with the customer to deliver an enhanced customer experience, the contact center's role will be to expand the long-established processes that provide the visibility and control required to support a next-generation customer contact approach. In a roundtable setting, learn from your peers and contact center experts how to gain customer insights via the contact center to influence your customer experience management strategy.

About Gartner Customer 360 Summit
The Gartner Customer 360 Summit is a comprehensive event offering the latest customer strategies and technologies, how those technologies affect your customer relationship initiatives, and what organizational and cultural changes must occur to meet your company's goals. Additional information is available at www.gartner.com/us/crm.

About Aspect
Aspect builds customer relationships through a combination of customer contact software and Microsoft platform services/solutions. For more information, visit www.aspect.com.

Follow Aspect on Twitter at http://www.twitter.com/AspectUC

Aspect and Aspect Software 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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