Enhance the Consumer Experience with Next Generation Customer Contact Services

Leveraging our world-class interaction and workforce management products, call center solutions, as well as Web 2.0 and real-time communications and collaboration technologies from Microsoft such as Lync, SharePoint and Microsoft Dynamics CRM, Aspect provides innovative custom applications such as:

Agent/Supervisor
The Agent/Supervisor portal enables your agents and supervisors to eliminate inefficient screen switching between the multiple applications they use for customer engagement. Business processes, team interactions, resource recognition, analytics and call controls are combined in a single intuitive interface. This application increases first call resolution (FCR), reduces onboarding time and costs, and promotes greater collaboration between agents and managers – regardless of physical locations.

Customer Collaboration
The Customer Collaboration application provides an intelligent, intuitive self-service environment for customers and maintains the context of interactions that move from web self-service to live agent assistance via the customer’s channel of choice, such as SMS, IM, voice and email. Use of this application decreases contact volume, increases first call resolution and lowers contact handle time while delivering exceptional customer service.

Back Office Processing
The Back Office Processing application allows you to effectively manage back office business processes through workflow consolidation, document imaging, intelligent forms and workforce optimization. This application speeds processes through reduced human latency and increased worker productivity.

Contact Center Services
Make the most of your contact center products with Aspect training, support, consulting, implementation and optimization contact center services.

Microsoft Consulting Services from Aspect
Whether your organization requires project planning, strategy and governance planning, application development, custom development or resources to augment your IT staff, Aspects Microsoft Professional Services is here to support you at every stage to gain the most out of your Microsoft investment.