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Aspect (News - Alert) Software announced this week that its customer Trase Miller has moved to the cloud for customer support, relying on its solutions Zipwire, Aspect Workforce Management Cloud, Aspect Performance Management and Aspect Active Assignment.

What this means for Trase Miller is focusing on the omni-channel customer experience.

"We have been diligent about embracing new technologies and recognized the need for a cloud solution to better serve our clients and their end consumers," said Frank Silzer, President of Trase Miller in a press statement. "We knew that we needed to enhance our infrastructure as we continue to grow our business and handle the demands of our clients. We believe that Aspect can equip us to successfully handle an ever-changing consumer environment."

The omni-channel experience means businesses are using technology to better obtain data and help customers in need. Consumers are now realizing the power and promise of converged and rich communication, such as instant messaging, video sharing and buddy lists, which have introduced a new user experience.

Recent analysis has proven this, and so it behooves businesses to start thinking about ditching the single channel solution and move towards a customer service software model that incorporates the various methods of communication out there. The information gathered by modern telephony and technology solutions means the customer journey is on the right path.

Customer experience is shaped by all the contributors to an organization’s processes, policies and culture, in addition to the physical product or service associated with the customer’s need. Thus, it is impacted by the degree of alignment among departments and the use of proper technology, like customer service software.