01 Apr 2015
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Aspect Software launches cloud-based CXP platform, looks for ANZ resellers

By Shannon Williams

Aspect Software announced its new partnership with Australian technology firm Premier Technologies to launch Aspect Customer Experience Platform (CXP) with Omni-Channel capabilities via the Cloud.

The platform will first launch in Australia before launching in New Zealand and the rest of Asia Pacific, and we spoke to Aspect's ANZ country manager to find out what this means for resellers.

Mario D'Silva, country manager, Australia & New Zealand, Aspect Software, says Aspect solutions in the Australian market are largely delivered through the channel with only a few exceptions. “Partners have the ability to deliver solutions using Capex models or Opex modes depending on the customers’ preference,” he says.

“We currently have customers using this platform in New Zealand today. Also partners that will be hosting this platform will have the ability to deliver this solution to New Zealand organisations as well, D’Silva says.

Aspect currently has one partner in New Zealand that has the ability to deliver the solution, and D'Silva says Aspect is currently in the process of recruiting and training new SI partners to expand deployment options.

“Another option would be one that has worked historically for us where partners in Australia have delivered cloud solutions in New Zealand,” he says.

 “The CXP platform will help companies transform the way they serve and engage with their customers,” D'Silva says. “This will deliver a competitive differentiation, improved customer loyalty, new revenue opportunities, operational efficiencies and lower costs.”

The company says businesses are increasingly recognising the compelling advantages of moving their contact centre infrastructure to the cloud as they seek competitive advantages in customer satisfaction and retention while still controlling overall costs.

“The cloud has enabled companies to streamline the process of providing modernised, up-to-date service to customers, personalising service to meet their preferences and demands, in addition to providing the advantages of cost, reliability and flexibility,” Aspect says in a statement.

“Aspect Cloud offers contact centre solutions that have been purpose-built to bring the simplicity and operational advantages of the cloud along with speed and ease-of deployment.”

Joe Gagnon, senior vice president and general manager of cloud solutions at Aspect Software, says, “Through the Aspect and Premier Technologies partnership, businesses can now leverage a cloud contact centre solution that is flexible, easy to deploy and complete - including Omni-Channel, CRM integration and a full self-service suite.

He says, “Premier Technologies is the first company to offer Aspect Cloud to the Australian and New Zealand market.”

Fausto Marasco, executive director of Premier Technologies says, “The strategic alliance represents a great opportunity to take our combined experience and know how in cloud contact centre solutions that we developed in Australia over the last 8 years into the rapidly emerging APAC region.”

Marasco  continues, “With many leading analysts projecting double digit growth for cloud services in the APAC region and the growing awareness and recognition from customers of the many benefits of cloud services, this alliance is well timed to take advantage of the seismic shift in the way contact centre services are being delivered in the region.”


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