KUALA LUMPUR, Sept 21 — With an eye on the plentiful opportunities available, customer contact provider Aspect Software aims to penetrate the Malaysian market.
Its senior vice-president for Asia Pacific and Middle East, Jagannath Narendran, said Malaysia is a very strategic market with many companies adopting the latest technologies to increase customer experience and satisfaction.
“More investments will also be made in Malaysia either directly or indirectly through partners to increase presence, while adding more people as well as recruiting more partners.
“We are looking for partners who can develop solutions or technology on our platforms,“ he told Bernama in an interview.
Aspect Software has three partners in Malaysia at present as well as global strategic alliances with Microsoft and Dell.
Aspect Software’s fully-integrated solution unifies the three most important facets of modern contact centre management — customer interaction management, workforce optimisation, and back-office.
It helps contact centres seamlessly align their people, processes and touch points to deliver customer experiences.
With the latest solutions, Narendran said the company can assist businesses to provide a high level of satisfaction among customers and better manage the growing demands of consumers.
“Due to the ease of obtaining information on the Internet, the expectations of customers is always on the rise. “This results in the need for businesses to be up to speed and having the right tools on hand to handle their demands,” he added.
Aspect Software’s solutions can also help businesses optimise their processes to boost staff productivity and contribute to a more conducive work environment.
“Customers will benefit from this improved efficiency by being on the receiving end of a new kind of customer experience, as the operator or software is able to quickly understand background and needs,” Narendran said. — Bernama
