Best practices / Aspect

Aspect ‘dials up’ efficiency with 3x content creation

Transforming training from cumbersome to scalable and responsive with organization features

Aspect

CYPHER-CoTY-2024-Honorable-MentionAspect's mission is to foster a healthy and human-centered culture that supports continuous growth, collaboration, and customer-centric innovation. Key objectives include maintaining a strong culture through intentional principles: promoting a growth mindset with continuous learning opportunities, enhancing communication and collaboration, and delivering customer-focused solutions using the “Jobs to Be Done” framework. Learning, training, and education are integral to achieving these goals, as they empower employees with leadership and communication skills, reinforce empathy in a supportive workplace, and drive innovation aligned with customer success.

“Since adopting the CYPHER platform, our learning and training processes have become significantly more streamlined and efficient.”

Carolyn Pilgrom, Director, Onboarding, Adoption, and Training (OATs)

INDUSTRY

Contact center

COMPANY SIZE

Medium enterprise

HEADQUARTERS

Boulder, CO

SERVICES

Contact infrastructure and Workforce management

The challenge

  • Needed a platform that was easy to use for customers and administrators
  • Required customization options to tailor course creation and learning modules
  • Scalability was critical to support business growth

Before implementing CYPHER, Aspect struggled with an outdated, cumbersome platform that frustrated both customers and administrators. Course creation required external tools, leading to inefficiencies, while limited customization options prevented the company from tailoring training to specific needs.

Scalability was another key challenge. The previous system couldn’t accommodate larger learning groups, making it difficult to support a growing customer base. Additionally, certification tracking required a third-party solution, adding unnecessary friction to the learning process.

The solution

  • Streamlined training processes and course delivery
  • AI 360 enabled fast, engaging content creation
  • Custom learning paths enhanced sales training

The intuitive CYPHER interface, built-in content creation tools, and robust customization capabilities transformed Aspect’s learning and development strategy.

AI 360 revolutionized content creation, allowing Aspect to move away from clunky SCORM-based programs and instead quickly build engaging courses from scratch. This shift saved time, improved efficiency, and increased learner engagement.

The Organization feature provided another breakthrough, enhancing customer experience and operational efficiency. Customers could now access reports through custom portals, eliminating the need for manual report building and distribution — a major time saver for administrators.

For the sales team, CYPHER enabled Aspect to build a structured training program from the ground up. Previously trained by word-of-mouth, the team now follows custom learning paths covering product overviews and key sales processes such as the Customer Value Proposition. As a result, sales representatives are now better equipped in early sales cycles, relying less on technical representatives for foundational product knowledge.

“The sales team is enjoying the new platform and find it much easier to navigate and use than our previous product. The training is much more concise and informative as well.”

Carolyn Pilgrom, Director, Onboarding, Adoption, and Training (OATs)

The results

  • 3x productivity in content creation
  • Converted a majority of preexisting content in just 2 months
  • Significant positive feedback from users during beta testing

Since implementing CYPHER, content creation productivity has tripled, enabling Aspect to convert most of its existing training content in just two months. The streamlined workflow has eliminated inefficiencies, and users have responded positively to the new platform’s ease of use and interactivity.

By leveraging AI-powered content creation, automation, and scalability, CYPHER has helped Aspect modernize its training strategy, enabling faster, more effective learning experiences that scale with business growth.

“Aspect Education has gone from cumbersome and tedious to innovative and interesting, thanks to the powerful tools in CYPHER Learning.”

Carolyn Pilgrom, Director, Onboarding, Adoption, and Training (OATs)

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