aspect product update 19 april 2016 · aspect product update ... •customer engagement centre...

Aspect Product Update

Jim Freeze, SVP & Chief Marketing Officer

19 April 2016

2015 - What did We Learn?Key Market Trends

What Did We Learn In 2015

• Consumer Engagement story is real

• Demonstrating the art of the possible is critical

• Cloud is transitioning from primarily a “good enough” solution to a legitimate “No Compromises” Enterprise option

• Growing importance of integrated suites and enterprise integration

The Aspect Portfolio

• Transition from Contact Centre to

Engagement Centre

• Shift towards mobile, digital, and self-

service accelerating

• Growing consumer preference for

non-voice channels

• Customer engagement centre blends

self-service, collaboration, insight

and proactive outreach

Key Market Trends

Source: Gartner Customer 360 Summit 2015

2016 Drivers For

Product Strategy and Roadmap

Documents