Southwest Airlines is deploying customer contact and workforce optimisation systems in the cloud reports Computerweek.
Southwest has gone to existing supplier Aspect for a variety of hosted cloud contact centre systems, which will see Southwest consolidate its systems from multiple vendors to a single environment provided and supported by Aspect.
The new systems include unified communications to interact with customers, workforce management for contact centre agents, voice and screen recording, agent performance management, speech analytics to measure customer experience and satisfaction, and agent schedule management.
