PHOENIX, AZ--(Marketwired - Apr 22, 2014) -
- Leader in the pet care and lifestyle market brings cloud-based social customer care to the contact center with Aspect Social
- Aspect's fully integrated contact center and workforce optimization solutions to improve the customer experience
- Omni-channel customer service enables effortless blending of inbound, outbound, social and chat
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office solutions, and award-winning cloud solutions, today announced PetSafe®, an industry brand leader in the development of innovative pet behavioral, containment, and lifestyle product solutions and services, will deploy cloud-based social customer care solution, Aspect Social, as well as Aspect's full suite of integrated contact center and workforce optimization solutions.
According to recent research findings by Forrester Research Principal Analyst Kate Leggett, social customer care tools and solutions enable retailers to connect with consumers, as well as react to questions and complaints quickly and efficiently. Forrester found that merchants that leverage social customer service have experienced a variety of benefits, including improved customer loyalty, increased customer satisfaction, reduced support costs and incoming support calls and improved agent efficiency.
"More and more PetSafe customers have started to engage us using social media to ask about products and talk to us about pet care issues, so it is essential for the company to become interactive on those same platforms," Becky Gargis, Director of Customer Care at PetSafe, said. "When upgrading our contact center technology, it was important that we selected a solution that integrated our social customer service activity with the rest of our contact center operations in order to give us a full 360 degree view of our interaction activity. With Aspect Social, Aspect was able to provide a robust solution that gives us a rapid deployment and enables us to see the benefits of our investment very quickly."
PetSafe will also expand their customer service functionality by adding omni-channel capabilities to the company's contact center, providing greater care continuity between channels. The company will be adding:
- Aspect Social, a cloud-based social customer care platform that enables PetSafe to apply a consistent set of customer care best practices to all customer care inquiries regardless of channel
- Aspect Unified IP, a customer engagement platform, which will power PetSafe's customer interaction operation on a multitude of communication platforms
- Aspect Workforce Optimization, a workforce optimization solution that includes workforce management, quality management and performance management capabilities, which will integrate PetSafe's front and back office operations
- Microsoft Lync, which will provide the company with telephony infrastructure
"We recognize that contact centers today desire solutions that accelerate time to value. That's why we've created the most comprehensive SaaS, PaaS, and private cloud portfolio in the industry, delivering new cutting-edge cloud capabilities to our customers," Chris Koziol, president and general manager of Aspect's Interaction Management division, said. "With consumers taking ownership of their relationships with their preferred brands choosing when, where and how they want to communicate, innovative companies like PetSafe have made investments in omni-channel technologies to enable conversations to move seamlessly from one channel to another."
Aspect's cloud portfolio has become the leader in Software as a Service applications (SaaS) for customer engagement in the contact center. From its acquisition of Voxeo and Affiliate partnership with LiveVox, Aspect has built a portfolio of cloud and hosted deployment services rivaling those of any vendor in the market.
PetSafe's most recent customer experience initiative, Bark for Your Park, enables pet owners, community members, animal shelters and welfare groups an opportunity to win funds to build a new dog park in their town. For more details, please visit http://www.petsafe.net/barkforyourpark/.
Headquartered in Knoxville, Tenn., PetSafe® is an industry brand leader in the development of innovative pet behavioral, containment, and lifestyle product solutions and services. For more information, visit www.petsafe.net or connect with us on Facebook and Twitter.
Aspect's fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, 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.
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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.