CXP: The Right Way to Develop Omni-channel/Multi-lingual Interactions

Connecting our Customers to the Services they need...easily and universally

Pros

Aspect CXP Pro is an incredible platform for omni-channel interaction development. It was created on the premise of developing interactions once and delivering them everywhere. What a great approach! We can take all of our interactions and deploy them across a variety of channels (voice, text, web, and video) and even to a large array of languages. Very powerful!

The CXP Developer interface is easy to use. The Eclipse IDE was an easy transition. Coding is drag & drop, which takes a little getting used to. You'll be a pro in no time. It integrates with Java and can connect to DBs and web svcs. It has speech recognition and text-to-speech capabilities, but also supports integration with speech providers like Nuance. It has its own tester and debugger capable of voice, web, and mobile phone simulations. We have it deployed to a clustered environment, spanned across multiple data centers for high availability. Very solid!

Companies everywhere are struggling to establish their interactive presence, quickly and efficiently. Many are approaching this tactically; buying one channel at a time until their pocketbooks runs dry. Not a good idea. How is the best way to handle this? Think strategically. What if you could produce it once, and just deliver it everywhere, even to multiple languages? This is what makes CXP a powerful solution. CXP is all about laying a solid foundation that is flexible enough to deliver almost anywhere.

Cons

I prefer the Aspect CXP Developer IDE over the Web Developer. In my opinion, the Web Developer isn't quite as powerful as the Eclipse IDE.

I have worked with CXP Pro for years and it always provided all the functionality I needed.

Pros

Aspect CXP Pro provides all functionalities in terms of IVR and omni channel following the standards for VXML and HTML 5. It is highly scalable in enterprise cluster environment, on premise and hosted. The development environment is fully integrated into Eclipse and supports the user in easily building omni channel applications. Besides this, it also provides a web based development user interface in case no fat client installation is wanted or possible.
CXP Pro offers full reporting and monitoring capabilities on system and application level. Splunk is integrated and indexes all log files written bei CXP Pro. On application level CXP writes statistics and other session data in a fully BI data model compliant database scheme. This data can be used to run BI reports (coming with CXP Pro). Several BI tools on the market are supported.
One of the best features in CXP is, in my opinion, the comprehensive ways to integrate with any kind of backend system. Within the application dialog it offers easy to use objects to connect to a database/webservice/REST API or any other backend system to retrieve caller data or write transactions back into the customers backend system.
The newest very interesting feature which was added to CXP is the NLU component which allows the user to build interactive text response applications interpreting written text input in a semantic way using NLU conditions.

Cons

Over the years the product got improved further and further and topics or issues I could have mentioned as a possible contra in the past have been fixed or changed step by step.

Aspect CXP can be downloaded and demos configured free of charge. Deployments are seamless.

This is one solution for a complete omni-channel, multi channel customer experience platform.

Pros

Develop an application once, and deploy many times to different platforms. One application can be developed with Voice, ITR/Text and mobile web capabilities. Platforms we deployed to include SMS, Messenger, WeChat, Telegram, Twitter, Amazon Echo etc. The Aspect Natural Language Understanding component is included in the base install.

A Continuity server is included, which manages the continuity and enforces omni-channel. Users can stop their customer journey on any channel and continue on the next; with context of the previous interaction shown.

Code backups, code sharing, versioning and deployments are easy and seamless.

Integration to web services, databases and the like is straight forward.

JavaScript and VoiceXML are catered for in the application for custom functions, or if you have some legacy VoiceXML application components.

Application logging is easy and debugging is included.

Reporting; no extra coding or calls are required for augmented reporting.

This is a rapid development environment with quick application creation.

JQuery themes can be plugged in seamlessly, so disposable application (analogous to Googles instant applications) can share the company's identity.

Documentation can be created on the fly from existing applications and saved as PDF document.

Aspect Natural Language Understanding purchases LinguaSys, for a powerful NLU environment.

Cons

The learning curve can be steep and the development principles need to be grasped. For this Aspect has an Active Learning environment with certifications.

Some features are not fully described and needs to be discovered; which might be the case with many development environments.

The "language" in which development takes place is propriety; not something like VoiceXML. However, it is necessitated by the feature and channel rich environment.

Fantastic experience! We're able to create amazing interactive applications in minutes!

Flexibility, scalability and elasticity come to mind first.

Pros

The flexibility to create innovative customer engagement applications by integrating all our telephony needs in a single platform. We also appreciate the Aspect team behind the scenes helping us be successful at every step of the way.

Cons

Some outages lately have affected customer experience. The Aspect team was always responsive and able to provide all necessary information to be able to deal with the outages.

I do scripts in CXP for customer menus, data dips, etc.

Centralized IVR functionality, but with regional hardware deployment.

Pros

The Eclipse interface is pretty easy to use for development. Deployment in the new version is much more flexible than before.

Cons

With the distributed database, it can be very slow to import projects and deploy. I also wish the new version had an easy quick editor like the previous version we used.

Bringing development in-house

Pros

Instead of relying upon outside vendors to develop IVR for our research group, we were able to attend a 5 day training and become proficient in building IVR programs for ourselves. CXP is powerful enough to facilitate the types of interactions we need with participants, and yet easy enough for non-programmers to use. Questions were usually answered quickly by support staff at Aspect.

Cons

The software still needed some level of technical competence to navigate and setup on hosting servers.

CXP is a great IDE for developing omni-channel service applications

Pros

Single applciation view, Natural Language, use of the BUI to enable Business Users to make configuration changes on the fly

Cons

No real complaints. On the IVR side woudl liek to see connectors that do not have to take a turn to the voicexml browser.

The product is very reliable and pretty easy to use.

Pros

ease of use...good functionality, customer support is very good, system up time and reliability is very good,

Cons

Our product is due for an upgrade. Cost is a factor. Looking forward to getting on the cloud if the right price can be negotiated.

CXP is an amazing product rich with plenty of features

Ease of setting up my IVR menu.

Pros

Rich in features... Ease of use... Simple to learn... Ability to test quickly. I love the hosted solution.

Cons

I could use more courses and finding some sort of blog/communication board describing solutions. Ambiguity of the product is good and bad. More courses of examples other than insurance companies would be beneficial. Example of a breakdown dialogue flow would be beneficial.

Currently use SMS and Mobile web. Very flexible and powerful for engagements.

Pros

The Omni channel approach of build once deploy anywhere. I like the development environment and how many features it has. You can tell how many years of dev went into for this product.

Cons

It is a learning curve to get the development environment down. But once you understand the logic of the system you will have no problem.