Case Study: Medium Enterprise Retail Company achieves improved customer experience and reduced costs with Alvaria (Aspect CXP Pro)

Why this retail company chose Aspect CXP Pro to meet customer service goals

A medium-enterprise retail company needed to improve customer experience while easing application development, simplifying backend integration, boosting analytics and automation, and reducing costs. Prioritizing strong mobile and multichannel support, the company evaluated vendors and selected Aspect CXP Pro (on-premises) to meet these goals.

Using Aspect CXP Pro for inbound call routing and IVR/self-service, the retailer deployed future-proof, multi-channel self-service (mobile web/apps and IVR), improved automation and analytics, and lowered operating costs through simplified integration. The solution was chosen over Avaya, Genesys and Nuance/BeVocal and enabled fast rollout of self-service capabilities that support their ongoing customer service strategy.