Is Customer Service A Lesser Priority Now? - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
News

Is Customer Service A Lesser Priority Now?

In an increasingly customer-centered world, you might think that incumbents in making call-center CRM products would be spared longer sales cycles and the effects of a slipping economy. Wrong. Aspect Communications Corp. is laying off 160 employees--6% of its workforce.

The company says it's confident in its direction and customer demand. But it says customer buy decisions are slowing. The moves will result in a one-time $4 million to $6 million charge against first-quarter results.

Aspect's product packages, which it claims are used by 74% of the top 50 U.S. companies, transform traditional call centers into facilities that can also handle E-mail, live chat, fax and, phone call-backs.

"I'm surprised, given the huge emphasis on gaining, retaining, and cross-selling customers, that companies that specialize in these areas could be affected by changes in the economy,'' says Daniel Briere, CEO of consulting firm TeleChoice. "And it perplexes me that companies would slow spending and boost evaluation periods of products that are critical to their future success. Let's hope that firms aren't putting customer-centric IT buying on the back burner.''

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
State of the Cloud
State of the Cloud
Cloud has drastically changed how IT organizations consume and deploy services in the digital age. This research report will delve into public, private and hybrid cloud adoption trends, with a special focus on infrastructure as a service and its role in the enterprise. Find out the challenges organizations are experiencing, and the technologies and strategies they are using to manage and mitigate those challenges today.
Slideshows
Strategies You Need to Make Digital Transformation Work
Joao-Pierre S. Ruth, Senior Writer,  11/25/2019
Commentary
Enterprise Guide to Data Privacy
Cathleen Gagne, Managing Editor, InformationWeek,  11/22/2019
News
Watch Out: 7 Digital Disruptions for IT Leaders
Jessica Davis, Senior Editor, Enterprise Apps,  11/18/2019
Register for InformationWeek Newsletters
Video
Current Issue
Getting Started With Emerging Technologies
Looking to help your enterprise IT team ease the stress of putting new/emerging technologies such as AI, machine learning and IoT to work for their organizations? There are a few ways to get off on the right foot. In this report we share some expert advice on how to approach some of these seemingly daunting tech challenges.
White Papers
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll