Aspect Software, a provider of consumer engagement, workforce optimization, and back-office solutions, has enhanced Zipwire, its cloud-based contact center solution, with omnichannel reporting capabilities and seamless integration with ZenDesk's customer support applications and Oracle RightNow's CX Cloud application.
In combination with Aspect's continuity server, which enables companies to store customer interaction data across channels, Zipwire 3.10 can create a complete 360-degree view of the customer journey.
"The bar for exceptional customer experiences is continually rising, and brands that do not meet the expectations of today's digital-first consumers risk losing customer loyalty on a significant scale," said Joe Gagnon, senior vice president and chief customer strategy officer at Aspect Software, in a statement. "Zipwire's enhancements now provide the ability to produce a full, contextual view of a customer's experience across voice, text, social, and self-service and drive improvement with detailed actionable insights. This gives companies the ability stay in step with all interactions and keep customers delighted."
Other feature enhancements in Zipwire 3.10 include the following:
- Interaction details in Salesforce.com activity history - Interaction details are now automatically added to the activity history of the Salesforce.com object that was present on the desktop at the time of interaction completion.
- Single-step conference - Agents can now connect a third party to a call via a single-step conference that begins as soon as a conference attempt is initiated.
- Sorting for real-time service and agent metrics - Agents and Services displayed in Zipwire Supervisor desktop can now be sorted by all displayed metrics. Contact center managers can now further customize their views.
- Totals in real-time service metrics view - Zipwire Supervisor Desktop application now shows the cumulative values for all selected services. This provides an at a glance summary across all active services.
- Salesforce.com campaign management - Campaigns lists and results can be directly created or viewed within Salesforce.com.