Mark Harrop Business Development Manager

Oct 17

Aquarium opens Engaging technology debate at Customer Contact EXPO

Aquarium declares the 2016 Contact Centre Expo a success following visitors’ positive feedback on the firm’s end to end contact centre solution, Aquarium Engage.

Aquarium is partly attributing this year’s positive outcomes to the fact that for the first time, three major exhibitions were held under one roof. Designed to streamline and enhance the customer conversation and journey, Aquarium Engage was unveiled on stand C315, where visitors saw first-hand the solution. Value Added Resellers (VARs) were particularly interested in what the technology could offer in business performance benefits by enhancing their current offerings. “We knew Aquarium Engage would prove to be a compelling proposition for Contact Centre management, but that alone cannot explain the level of interest from visitors hailing from several continents,” said Aquarium Software Managing Director, Ed Shropshire.

“Having attended CCE in the past, the amalgamation of technology, e-commerce and customer contact shows has been a very positive step, helping Aquarium Engage reach an even wider audience. Feedback from visitors this year was all about the importance of communication, integration and process, to deliver a complete custom platform,” he explained. “Omni-channel management capabilities remain vogue, while it’s seamless integration with existing IT systems, business process and the ease of deployment that seems to have got techs’ heads really turning this year,” he concluded.

Many Contact Centres face the opposing forces of operational and IT staff on the one hand and managers and directors on the other resulting in those with a brief to drive change feeling that their hands are tied when it comes to transformational change. Aquarium Engage has been designed to reconcile the needs of all stakeholders in the process. “Contact centre management is about managing conflicting resource demands while offering a consistent response, and Aquarium Engage responds with true design versatility,” added Shropshire. Conceived to operate effectively in legacy hardware and platform situations where necessary, Aquarium Engage offers unique and seamless integration into the Contact Centre environment with minimal business interruption.                                                            

“What this adds up to is the saving of time and money, without the need for additional Cap Ex for additional expensive hardware, and a welcome boost in productivity and performance. That’s what Aquarium call Engaging software and I’m delighted Expo visitors agreed,” concluded Shropshire.