Aspect Software announces Aspect Via™ Workforce Management™, SaaS version of Aspect’s award-winning WFM solution

PRESS RELEASE: Aspect Software announced Aspect Via WFM, the cloud-based version of Aspect’s market-leading workforce management solution. Aspect Via, the company’s Customer Engagement Centre (CEC) and the backbone of Aspect’s cloud portfolio, is a complete set of customer service capabilities, with customisable engagement experiences that create timely and tailored browser-based interactions, regardless of channel. Continue reading Aspect Software announces Aspect Via™ Workforce Management™, SaaS version of Aspect’s award-winning WFM solution

Moneypenny appoints Head of Specialist Teams as investment increases

Darren GraciePRESS RELEASE: Customer communications service, Moneypenny, is further investing in its Specialist Teams service with the appointment of Darren Gracie as its Head of Specialist Teams. Darren will be responsible for overseeing the continued growth of the service which provides a fully-outsourced omni-channel service to UK organisations, from SMEs through to multinational corporations. Continue reading Moneypenny appoints Head of Specialist Teams as investment increases

Striking the balance – digital versus human

By Graham Ede, Yonder Digital Group... Enterprise technology, in particular that which underpins multi-channel commerce and digital communications, has transformed business efficiency and capabilities over the last decade. As a consequence, senior management often views technology as the silver bullet to an organisation’s success and seeks to push the boundaries towards ‘full automation’ – which in reality does not fit every business process. Continue reading Striking the balance – digital versus human