ASPECT COMMUNICATIONS' WEB INTERACTION MAKES ONLINE SERVICE AND SUPPORT EASIER FOR CONSUMERS AND MORE EFFICIENT FOR BUSINESSES
Latest version of software allows service representatives to conduct multiple chat sessions simultaneously
Stockley Park, London, Dec. 18, 2001-Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue, today announced the general availability of version 4.0 of Aspect Web Interaction, a Web collaboration application for contact centres that makes it easy for customers to interact online with sales and service representatives. Aspect Web Interaction v4.0 dramatically reduces the number of abandoned transactions by letting representatives offer consumers assistance in completing online purchases. When used for online support, Aspect Web Interaction lets customers and representatives show each other information in addition to speaking about it, and this visual interaction can increase customer satisfaction and loyalty.
"Through the right mix of software and skilled agents, businesses can provide quality interactive online service, in such forms as click to talk, chat or assisted browsing," said Esteban Kolsky, senior research analyst, CRM (customer relationship management) Practice at Gartner Inc. "By offering online service at key points in transactions, businesses can help customers complete sales, increasing the number of transactions closed. As a result, companies should consider online assistance as a key piece of their overall contact centre strategy."
Aspect Web Interaction v4.0 allows customer sales/service representatives (CSRs) to conduct multiple, simultaneous chat sessions with customers, improving contact centre productivity. Version 4.0 is also easy to install and customise and integrates seamlessly into a business' overall CRM solution. Aspect Web Interaction allows CSRs to have direct contact with customers through IP telephony, callback request or text chat. CSRs and customers can also take part in shared browsing, page markup and joint form completion.
"Customers rely on Puget Sound Energy for critical services, and we have to respond to their needs quickly and efficiently," said Wes Pitman, customer service manager of integrated technology at Puget Sound Energy, which delivers energy to 1.2 million customers in Washington state. "Aspect Web Interaction forms an important piece of our customer service strategy. Customers like the added flexibility it gives them in contacting us. The technology also lets Puget Sound Energy take full advantage of our representatives' skills."
Recent studies show that between 30 and 40 percent of online purchases fail because customers have difficulty using Web sites. Aspect Web Interaction reduces the number of abandoned transactions by putting customers in direct contact with CSRs.
"Aspect Web Interaction offers a compelling return on investment, particularly in a soft economy," said David Puglia, Aspect's senior vice president of global marketing. "By letting CSRs conduct multiple chat sessions simultaneously, businesses are able to make the most efficient use of contact centre resources. At the same time, Aspect Web Interaction increases revenues by reducing the number of abandoned transactions. Businesses are also finding that the software builds customer loyalty by improving the quality of service and support offered online."
About Aspect Communications
Aspect Communications Corporation is the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue. Aspect is the trusted mission-critical partner of 76 percent of the Fortune 50, daily managing more than 3 million customer sales and service professionals worldwide. Aspect is the only company that provides the mission-critical software platform, development environment and applications that seamlessly integrate voice-over-IP, traditional telephony, e-mail, voicemail, Web, fax and wireless business communications, while guaranteeing investment protection in a company's front-office, back-office, Internet and telephony infrastructures. Aspect's leadership in business communications solutions is based on more than 16 years of experience and over 7,600 implementations deployed worldwide. The company is headquartered in San Jose, Calif., with offices around the w!
orld, as well as an extensive global network of systems integrators, independent software vendors and distribution partners.
For more information, visit Aspect's Web site at http://www.aspect.com or call 1-877-621-3692.
Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve Aspect's forecasts, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements, which are based on information available to Aspect at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the uncertainty of demand for Aspect products; the anticipated customer benefits from Aspect products; increased competition and technological changes in the markets in which Aspect competes; Aspect's abilities to manage growth; intense competition for qualified employees; and other risks detailed from time to tim!
e in the company's filings with the Securities and Exchange Commission, including Aspect's annual report on Form 10-K and Aspect's quarterly reports on Form 10-Q. Aspect assumes no obligation to update information concerning its expectations.
Aspect, the Aspect logo and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.
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