MicroAutomation Announces OmniEngage – Next Generation Cloud Solution for Customer Service
OmniEngage combines MicroAutomation’s team of Mavens, MicroMessenger self-service framework with the Aspect Zipwire cloud contact center technology
CENTREVILLE, VA – May 21, 2015 — MicroAutomation announced today the launch of OmniEngage, the next generation cloud service for customer service. Today’s consumer-based contact centers must effectively serve 3 somewhat competing pressures: (1) customer experience, (2) agent cost, and (3) operational expense. MicroAutomation’s OmniEngage suite of solutions addresses all three.
OmniEngage brings together MicroAutomation’s widely recognized MicroMessenger interactive customer engagement products with the Aspect Zipwire contact center solution – all on a reliable and secure cloud platform. Companies can reduce their customer’s effort to resolve their issue with them through proactive and interactive engagement, intuitive IVR self-service, and full multi-channel interactions. Agent effectiveness and efficiency are dramatically improved through market-leading Work Force Optimization (WFO) processes, intelligent call routing, and CRM integration. Operational economies are found from a scalable hosted application model which shifts traditional capital expenditures to a usage-based operational model.
“This represents the next major step forward in helping our clients respond to today’s customer expectations in the most flexible and cost effective manner,” states Chad Wright, MicroAutomation’s Vice President of Commercial Services. “Industry studies, including those from the Harvard Business Review, all agree that focusing on reducing customer effort rather than trying to delight customers is the key to long-term customer loyalty and retention. With OmniEngage, we have harnessed the most relevant technologies and best practices as either a series of high value individual modules, or as a true Next Generation end-to-end hosted contact center. The ROI we can demonstrate are truly amazing.”
OmniEngage is built on MicroAutomation’s two decades of consulting and services in which they have helped 100s of companies deploy intuitive self-service build on a philosophy of ‘Reduce Customer Effort’ – Know me, Engage me, Value my time. MicroAutomation will formally launch OmniEngage at this year’s Call Center Week conference in Las Vegas.