Services
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Capabilities Aspect Professional Services designs, develops and delivers solution enhancements that accelerate customers' realization of next-generation customer contact value. By combining technology innovation, call center consulting expertise and business process know-how with a proven project approach, we provide services and solutions that support greater operational efficiency and effectiveness, and a differentiated, more competitive customer experience. Custom applications and solutions as well as packaged services provide faster time to value and an easy way to get started on your next-generation customer contact journey. With the help of Aspect's Consulting and Innovations team, you can bring advanced capabilities to customer contact and transform traditional call centers into true next-generation customer contact environments.
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Business Intelligence
Streamline complex reporting and turn data captured from text, speech, desktop applications and enterprise systems into actionable insights that support improved customer interaction outcomes. Through consolidated, automated and relevant business intelligence, management at all levels gains timely access to concise, accurate information – presented clearly and consistently.
Consulting and Innovation Packages Services for Business Intelligence:
Streamline complex reporting and turn data captured from text, speech, desktop applications and enterprise systems into actionable insights that support improved customer interaction outcomes.
Aspect Data Exchange System removes complexities with out-of-the-box functionality that integrates contact center data within the enterprise. Whether your sources are inbound, outbound, chat or email, Aspect captures detailed information so you can track and measure key indicators to meet business objectives.
Aspect® Unified IP® Contributor for Unified Command and Control® - Reporting (DataMart) gives you a comprehensive, feature-rich view into your inbound and outbound operations, including data from Aspect Unified IP - Advanced List Management. It also provides the framework for combining data from various Unified Command and Control - Reporting historical sources including Aspect® Workforce Management.
Aspect Unified IP - Advanced List Management Real-Time Contributor for Unified Command and Control Real-Time Reporting provides a comprehensive, feature-rich view of your outbound dialing operations, and a framework for integrating data from multiple ACD and unified communications environments.
Customer Contact Analytics Optimization frees your raw business data and turns it into actionable insight that helps you run your contact center profitably and effectively.
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Speech Analytics
Pinpoint opportunities to improve agent performance and the customer experience. Speech analytics technologies allow detailed views into the nuances of customer interactions and information. By deciphering even slight variations in customer tone of voice, speech analytics can flag specific agent behaviors for skill development or a supervisor's immediate response. As an invaluable data source for enterprise reporting systems, these capabilities eliminate the guesswork about which calls are the most telling.
With 15 or more years of customer contact analytics experience, our professionals are well versed in business intelligence and the enterprise methods and tools you need to develop effective speech analytics solutions.
Consulting and Innovation Packages Services for Speech Analytics:
Aspect Unified IP IVR Essentials provides integrated code and documentation that lets you take advantage of speech analytics to get the most out of your IVR recordings.
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Integration
Realize the increased value of integrated Aspect and third party solutions to empower your agents and managers with access to the systems and information they need. By consolidating multiple systems and automating business processes, Aspect professionals create streamlined workflows that help improve productivity while allowing you to serve your customers more effectively.
Consulting and Innovation Packages Services for Integration:
Aspect Compliance System establishes a complete and automated process for tracking schedule occurrences, including late logins and absences. Based on configurable business rules, the system determines ratings, warnings, disciplinary actions and more. Using tight integration to Aspect Workforce Management, the Aspect Compliance System reduces administrative costs, improves accuracy and timeliness, and empowers agents and supervisors by providing quick access to attendance and timesheet information.
Aspect Notify enables managers and supervisors to be notified by email about critical issues in the contact center. Whether you need to address agent productivity, service levels, forecasts, staffing or other concerns, flexible business rule-based notifications allow a quick response to ever changing environments. Standard key performance indicators (KPIs) and a flexible design provide extensible customization options. Add-on modules are also available for other Aspect products or custom sources.
Aspect Quality Management Desktop Integrator extends the functionality of Aspect Quality Management to record all back office interactions with applications, such as customer relationship management (CRM) systems, email or other in-house developed systems. Smart Agent enables you to gain insight into overall agent performance so you can identify areas for improvement and make immediate adjustments to enhance the complete customer experience.
HRIS Link allows you to quickly and cost effectively integrate Aspect Workforce Management with Human Resource Information Systems, including payroll, CRM and other HR systems. Three distinct modules with bi-directional data flow help you maximize the value of your existing infrastructure, while they also provide a higher level of data accuracy and reduce administrative costs.
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Optimization
Establish a framework for peak system performance. Experts refine customer contact strategies and recommend and implement detailed plans for optimizing business and operational processes, contact handling, technology architecture and application functionality.
Consulting and Innovation Packages Services for Optimization:
Self-Service Strategy and Deployment Assessments make your voice self-service applications more effective. A comprehensive self-service strategy can provide a superior customer experience that not only enhances satisfaction, but increases automation rates while reducing costs.
Aspect Unified IP SMS Hub allows your customers to SMS or text their questions directly to your agents for an immediate response. Two-way communication, chat history, previous agent selection and business configurable routing rules empower you to deliver a next-generation contact center.
The Comprehensive Contact Center Assessment is a focused review of your contact center processes that identifies improvements to align your customer service, collections and sales operations with your strategic goals.
The Aspect Workforce Management Optimization Review helps you to improve operational efficiency by identifying ways in which you can more fully utilize Aspect Workforce Management. The Aspect Workforce Management Optimization Review also provides guidance to your operations team so they are able to identify areas of improvement and make necessary adjustments going forward.
Post Production Optimization Service helps you get the most out of your investment - optimizing the solution to best meet your specific business needs. Our experienced Business Application Consultants work hand-in-hand with your operations team to achieve productivity improvements, maximum return on investment and cost savings.
Voice over IP Network Assessment is a readiness assessment that gauges expected voice quality for calls transported over your managed corporate network. This ensures that your network will offer acceptable voice quality at the time of cutover to your new VoIP infrastructure.
Customer Contact Analytics Optimization frees your raw business data and turns it into actionable insight that helps you run your contact center profitably and effectively.
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Voice Self-Service
Deliver a voice self-service experience that's as effective for your customer as it is efficient for your operations. Aspect consultants, architects and developers work with you to design and implement solutions for voice applications that meet your business needs with customer-friendly self-service options. Our experts help you maximize technology benefits and increase customer IVR retention through the use of proven customer experience call flows.
Consulting and Innovation Packages Services for Voice Self-Service:
Aspect Unified IP Essentials provides innovative capabilities that are easily integrated, to transform your corporate website into a customer contact portal. These value-add features enrich your customers' experience and differentiate you from the competition.
The Aspect Unified IP IVR Essentials allows you to quickly and cost-effectively launch a variety of commonly used IVR applications built to lessen the impact on contact center staff. Your contact center will immediately benefit from implementing these offerings as part of your Aspect Unified IP implementation. Each offering has time-proven ROIs that allow you to realize the full value of your Aspect Unified IP investment.
Aspect Workforce Management Virtual Schedule Attendant enables employees to dial into the contact center to alert administrative and management staff of tardiness, absence, personal days and other changes affecting schedules. Employees can also listen to their schedules through automated menu options. The application reduces administrative overhead, provides real-time updates to staffing forecasts and enhances overall employee satisfaction.
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Back Office
Manage back office business processes more effectively through workflow consolidation, document imaging, intelligent forms and workforce optimization. Key services include desktop analytics, integration into Human Resources and payroll systems, and streamlining back office resources through improved scheduling to help you better meet your business requirements. By bridging the gap between back office and general enterprise fulfillment processes, you can provide better visibility reduce human latency, increase worker productivity and improve operational efficiency.
Consulting and Innovation Packages Services for Back Office:
Aspect's Contact Center Back Office Extended Application improves back office efficiencies and enables your organization to automate tasks, optimize your workforce and obtain unique insights into staffing and process efficiency. In doing so, your organization will see enhanced customer service, reduced costs and increased productivity.
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Social Media
Capture, route and respond strategically to customers' social media posts turning social interactions into meaningful, mutually beneficial dialogue.
Consulting and Innovation Packages Services for Social Media:
Aspect Social Media Channel Integration allows you to bring social dialogue into the contact center and apply Aspect's sophisticated workflow rules, call center performance analytics, and workforce optimization capabilities to social media-based communications. This offering can complement and enhance virtually any social media monitoring tools you have in place.
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