Aspect Software, the leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, announced another key acquisition continuing the company’s successful business transformation to a leading cloud solution provider in the customer engagement space. By acquiring the technology assets of LinguaSys, an Interactive Text Response (ITR), and natural language user interface provider, Aspect bolsters its market-leading omni-channel consumer experience solutions. LinguaSys’ native support for over 18 languages makes the solutions immediately accessible for virtually all regions of the world. LinguaSys’ text-based Natural Language Understanding (NLU) capability combined with Aspect CXP will transform one-way notifications such as outbound text into automated, conversational self-service dialogues.
“Since its introduction earlier this year, many of the world’s top global brands have validated our vision of a reimagined consumer experience that addresses the demand for better, more connected, and more intelligent self-service brand interactions,” says Joe Gagnon, Aspect senior vice president and global general manager, Cloud Solutions. “By continuing to invest in enabling technologies and capabilities like LinguaSys, we continue to optimize and differentiate our best-in-class omni-channel customer service, creating greater solution separation from our competitors.”
Language and speech technology, combined with artificial intelligence and intelligent assistance, will enable people to interact with machines in a natural way. The addition of the LinguaSys NLU solution addresses the growing consumer demand for using messaging services such as SMS, Facebook Messenger, or Twitter for customer service and support conversations.
“Usage of ITR channels is on rise. Our interaction through SMS and Twitter with the brands we wish to engage with has evolved from one-way notifications to two-way conversations, thus empowering companies to expand automated omni-channel service interactions with consumers. The result for Aspect’s customers is that they dramatically increase consumer interactions and satisfaction while reducing the cost to service their customers,” says Sanjay Gupta, Managing Director, South Asia and Middle East, Aspect. “For consumers, it means getting their questions answered in real-time without having to work through phone trees or be tied to a device while waiting for a response.”
With ITR, channels like SMS and Twitter are transformed from one-way notifications to two-way conversations, empowering companies to expand automated omni-channel service interactions with consumers. The result for Aspect’s customers is that they dramatically increase consumer interactions and satisfaction while reducing the cost to service their customers. For consumers, it means getting their questions answered in real-time without having to work through phone trees or be tied to a device while waiting for a response.
