Johannesburg, 20 Oct 2016
Ocular Technologies, a South African customer experience solutions provider, has congratulated its channel partner company, Aspect Software, on receiving the Frost & Sullivan 2016 Global Workforce Optimisation Solutions Company of the Year Award, recognising the impact this award has on local organisations' contact centres, agents and customers.
"With customer experience taking centre stage, it has become increasingly important to have the right technology and software to support first-class service. Providing agents with sophisticated tools, such as next-generation WFO software, will not only empower them to provide the desired excellent service, but also create a culture of productivity," says Ebrahim Dinat, COO at Ocular Technologies.
"Utilising the solutions of a leading company such as Aspect, is of great advantage to South African businesses, their contact centre agents and, of course, in meeting the future requirements of their customers. Ocular especially wants its clients to recognise that the solutions it offers are ahead of the competition and assist in delivering better customer experiences."
To evaluate industry players, Frost & Sullivan uses two primary criteria:
1. Visionary innovation and performance; and
2. Customer impact.
Visionary innovation and performance includes consideration of the following:
* Addressing unmet needs;
* Visionary scenarios through mega trends;
* Implementation best practices;
* Blue ocean strategy; and
* Financial performance.
Customer impact includes the following factors:
* Price/performance value;
* Customer purchase experience;
* Customer ownership experience;
* Customer service experience; and
* Brand equity.
"This year, Aspect led the pack, placing well ahead of the others in the upper right hand quadrant of the Frost & Sullivan Decision Matrix," continues Mike Bourke, senior vice-president and general manager of Workforce Optimisation at Aspect Software. "In discussing their methodology for scoring Aspect so highly, Frost & Sullivan cited many differentiating factors such as the new Aspect WFO icon/widget-based Web UI, the Aspect Mila chatbot, built-in 256 bit encryption for recording, good ROI and strong WFO financial performance."
Nancy Jamison, principal analyst in Digital Transformation at Frost & Sullivan, concludes: "One of the hallmarks of Aspect's WFO suite is the depth of functionality it provides compared to the rest of the competition - particularly in the realm of flexibility and ease of use. And Mila, a self-service chatbot for the workforce, is a perfect example of how Aspect is at the forefront of WFO innovation, improving functionality of its existing products to directly address the unmet needs of its customers, as well as developing innovative new products that anticipate client needs."
Ocular Technologies has been an Aspect channel partner in South Africa since 2006 and offers regional customers Aspect's fully integrated consumer engagement, workforce optimisation and self-service solutions.
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