Aspect's CMO on the Cloud and Other Changes at Aspect

Aspect's CMO on the Cloud and Other Changes at Aspect

By Blair Pleasant January 26, 2015 1 Comments
Blair Pleasant JPG
Aspect's CMO on the Cloud and Other Changes at Aspect by Blair Pleasant

At Aspect’s Analyst Conference, Jim Freeze, Aspect’s CMO, discusses the cloud and other drivers impacting the contact center and consumer engagement.

 

 

 

1 Responses to "Aspect's CMO on the Cloud and Other Changes at Aspect" - Add Yours

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Art Rosenberg 1/26/2015 8:25:37 AM

Jim,

I think you hit the nail on the head by highlighting multimodal, mobile self-services for customers, that can then be escalated to flexible, live assistance. That may well involve "click-for assistance" options that can now be supported by WebRTC (or ORTC) at the browser connectivity level, rather than by a PSTN phone call.

The big trick will be to migrate gracefully from legacy telephony systems.

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