aspect product update 19 april 2016 · aspect product update ... •customer engagement centre...
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Aspect Product Update
Jim Freeze, SVP & Chief Marketing Officer
19 April 2016
2015 - What did We Learn?Key Market Trends
©2016 Aspect Software, Inc. All rights reserved4
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