iSelect Chooses Aspect Software to Help Transform the Company’s Customer Engagement

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  • Aspect Via™, Aspect’s cloud-based Customer Engagement Center
    solution to personalize iSelect’s customer experience, automate
    workflows and increase self-service interaction
  • iSelect to provide effortless customer experiences via voice,
    text, Twitter, and chatbots on Facebook Messenger

PHOENIX & MELBOURNE, Australia–(BUSINESS WIRE)–#CX–Aspect Software, a global provider of fully-integrated consumer
engagement, workforce optimization and self-service solutions, today
announced that iSelect, Australia’s leading destination for insurance,
utilities and personal finance advice, has partnered with Aspect to
fully enable the company’s vision of becoming Australia’s ‘life admin
store’. Life admin is an individual’s day-to-day management of personal
tasks such as banking, making appointments, paying bills, or responding
to non-work emails.

iSelect will be the first in the world to leverage the Aspect Via
platform. The collaboration will enable iSelect to address the
increasing consumer demand for digital-first experiences and the
constantly evolving needs of its customers.

iSelect CEO Scott Wilson said “Aspect Via is the perfect platform to
enable iSelect to not just keep up with customers’ expectations but
exceed them in every interaction across the business. The partnership is
a unique and exciting opportunity to blend our experience with Aspect’s
expertise to create one of the most advanced customer engagement
solutions in Australia.”

The rate of change in consumer engagement is accelerating faster than
ever before. Always-on access to online services from any device has
given unprecedented power to consumers. In addition to traditional
voice, iSelect will be able to address consumers’ shifting demands by
providing omni-channel interaction–continuity and consistency
throughout customers’ buying cycles–through text, chat, chatbots on
Facebook Messenger and Twitter, to deliver truly effortless experiences.

“Companies who don’t meet the heightened expectations of consumers are
losing the loyalty and ultimately the business of their customers,” said
Kristen Pimpini, managing director, Aspect Australia and New Zealand.
“We are excited to partner with iSelect to deliver the kinds of
exceptional experiences that will make it much easier and more enjoyable
for millions of Australian’s to take care of their life admin.”

To truly become a life admin store, iSelect will make it as easy as
possible for customers to take care of complicated and time-consuming
tasks and transactions.

With the number of online services requiring complicated log-ins and
passwords rapidly increasing, making everyday purchases has become a
huge hassle. iSelect aims to provide Australian consumers with a truly
effortless customer experience by doing the ‘heavy lifting’ for them and
helping to get transactions and interactions ‘sorted’ as quickly and
easily as possible.

“Aspect Via will put the power of brand interaction back into the hands
of our consumers, letting them decide when and how they engage with us,”
Mr Wilson said. “Aspect will enable us to deliver a consistent customer
experience across voice, mobile, web and messaging platforms, and
transform our current Customer Contact Center from a call center to an
engagement center.”

Rather than loosely connected, discrete products, a true Customer
Engagement Center (CEC) is a SaaS offering characterized by native
customer service capabilities, a common UI and shared capabilities
across components, built upon an open architecture and APIs. A CEC
accelerates companies’ ability to rapidly evolve their customer service
operations from a set of disjointed point products-that frustrate agents
as much as the customers they are servicing-into an intuitive,
easy-to-use platform that empowers agents to deliver truly effortless
customer experience.

Aspect Via, Aspect’s comprehensive cloud Customer Engagement Center,
will be the backbone of iSelect’s investment with Aspect, providing the
benefits of cloud delivery, as well as a complete set of native customer
service capabilities.

About iSelect

At iSelect, we get that most people find insurance, utilities and
personal finance boring. But we understand that it’s really important to
always get these things right. As Australia’s life admin store, iSelect
gives customers the confidence to make the right call on some of the
things that matter most.

Last year, more than 9 million Australians visited our website and we
provided recommendations to over 6 million customers. But we are much
more than just another online comparison website. Our highly-trained
experts at iSelect HQ help customers to choose and buy from thousands of
available policies, products and plans. From health and life insurance
through to energy and broadband, as well as car insurance and home
loans, iSelect helps Australians take care of the boring but important
stuff. www.iselect.com.au

About Aspect

Aspect helps enterprises break down the walls between people, processes,
systems and data sources, allowing organizations to unite around the
customer journey. By developing fully native contact center interaction
management, workforce optimization and self-service capabilities within
a single customer engagement center, we enable dynamic, conversational
interactions and create a truly frictionless omni-channel customer
experience. Leveraging the agility of our worldwide cloud infrastructure
and over 40 years of industry ingenuity, Aspect conveniently and easily
connects questions to answers while helping enterprises keep service
levels high and operational costs contained. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

Aspect and the Aspect logo are either trademarks or registered
trademarks of Aspect Software, Inc. in the United States and/or other
countries. The names of other companies and products mentioned herein
may be the trademarks of their respective owners.

Contacts

Aspect Software
Tim Dreyer
+1 630 227 8312
tim.dreyer@aspect.com
or
Laura
Crowden
+61 421 784 254
lcrowden@iselect.com.au