Loyalty marketing specialist Kobie Marketing selects Aspect Software’s cloud contact center solution, Zipwire and Aspect EQ Workforce Management (WFM) Cloud.
Kobie Marketing feels a world class service is essential for it to run its national clients’ brand strategies for campaign and marketing.
With Zipwire, Kobie will be able to offer omni-channel self-service experiences via chat, email, SMS, social media, and voice. WFM Cloud will ensure that the right agents, with the right skills are available at the right times to serve customers.
“ Zipwire met our technology requirements and will provide the customer interaction management capabilities we need now and in the future, while seamlessly integrating with workforce management so that we can ensure our contact center is optimally staffed,” said Margaret Meraw, Vice President of Loyalty Operations at Kobie Marketing.
Joe Gagnon, SVP and Chief Customer Strategy Officer, Aspect Software noted that consumers today prefer to interact with brands via multiple interaction channels and switch between them at their convenience. At the same time, there is an increasing demand for convenient, empowering self-service experiences.