- Category: CRM - Social CRM
- Published on 27 June 2016
- Written by Editor
- Hits: 833
MUMBAI, June 27, 2016 - Aegis Limited, a global outsourcing and technology services company, today announced that it has been positioned as a High Performer in HFS Research's Contact Centre Operations Blueprint report 2016. HFS Research positioned Aegis in the Blueprint report based on a bi-dimensional matrix, evaluating innovation and execution.
Aegis has been named as High Performer in the HFS Research's Contact Centre Blueprint report for executing multi-channel strategy, while building omnichannel and social contact center thought leadership.
Sandip Sen, Global CEO, Aegis Limited said, "Aegis continues to innovate through next-generation tools, omnichannel analytics, social media solutions and business automation contributing to better customer experience, higher efficiency and more business resiliency. Aegis is equipped to meet today's business challenges by establishing benchmarks for quality and customer lifetime value."
"Aegis stood out for its ability to execute on multi-channel interactions as well as its thought leadership in developing an omnichannel strategy," said Melissa O'Brien, Research Director Contact Center and Omnichannel, HFS Research. "In particular around the area of social customer contact, Aegis has developed a platform called AegisLISA which enables customer interaction via social networks, collects and analyzes information from various social sources and displays customer sentiment. These kinds of investments in research toward omnichannel capabilities are indicative of Aegis' focus on the customer experience, which is important in an increasingly digitally focused consumer environment."
As per the HFS report - Contact Centre Operations is a mature and commoditized market, but one that is undergoing a dramatic transition. It is moving from a multi-channel to an omnichannel engagement with 360 degree view of the customer.
Aegis has emerged as a thought leader in building omnichannel capabilities, the company has made significant investments in its business models, center of excellence and SMAC enabled BPM solutions. This further helps to examine trends, build solutions and buyer value proposition, and also helps to understand business challenges faced by specific clients or verticals. Aegis' core strengths also include Social Contact Center Capabilities through its cloud-based social engagement tool - AegisLISA.
Aegis is a global outsourcing and technology services company committed to impacting clients' business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis has operations in 43 locations across nine countries with more than 40,000 employees.