Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization and back office solutions, announced that it has entered into an agreement to deploy Salesforce's ServiceCloud, a cloud-based customer knowledge delivery technology in order to bolster its customer service and support.
"With the ServiceCloud technology as a foundation, Aspect has embarked on a transformational initiative involving all of our service and support practices including people, process, knowledge and collaboration," says Gwen Braygreen, Ssenior vice president, Aspect Technical Services, in a statement. "The result will be greatly improved awareness, responsiveness and, ultimately, service delivery.
The larger aim of the ServiceCloud project is to empower Aspect customers, partners and employees by providing:
- Improved 360 degree view of the customer and issues (sales through support)
- Personalized, targeted and secured content by user type
- Workflow tools that adapt to the dynamic nature of our customer support requirements
- Enhanced data visibility and analysis tools
The phased deployment will include collaboration with Aspect partners and the Aspect Software Users Group (ASUGA) to create an interaction portal that provides greater functionality and easier access to knowledge, documentation, software updates and Aspect Community response in order to make relevant data easily available to Aspect personnel, partners and customers alike. The project is in the design phase and is expected to begin by rolling out select functionality internally and then will be used externally with partners and customers in the second half of 2014.