Call Center

Aspect’s Call Center software helps deliver a seamless experience across every channel and every touchpoint without missing a beat whether in the cloud or on-premises. From mobile and IVR self-service to agent-assisted conversations. From inbound and outbound voice, email, SMS, chat and social. All while leveraging customer profiles and preferences to drive personalized interactions.

Give customers the help they need — whenever they want and however they choose. Build better relationships with more ways for them to interact. And with less hassle getting things done.

Cloud Contact Center

Use the power of the cloud to effortlessly keep up to date with the latest customer engagement technologies that boost customer satisfaction while enjoying the advantages of first-class contact center operational reliability and flexibility along with lower overall costs.

Experience Continuity

Preserve context and continuity when consumers move from self-service to live-service, switch between channels, or even when they switch between proactive outbound communication and inbound service inquiries.

 

Automatic Call Distributor (ACD)

Automate the entire inbound customer interaction – from self-service, to contact routing, to agent skill selection, to contact recording and post-inquiry surveys.

CRM Integration

Make the best use of an enterprise’s CRM data where it counts most – on the front lines of customer service.

 

Multi-Channel

Customers demand a broad range of ways to contact businesses including voice, email, web chat, IM, SMS and social channels – don’t fall short of their expectations.

Omni-channel

Multi-channel – but better. Make sure consumers don’t have to repeat steps or information even as they journey across multiple channels looking for assistance.

 

Audio and Video Chat

With a push of the button, make possible audio-only or audio and video conversations between enterprise contact centers and customers on the Web or mobile apps.

Make it Social

Develop a holistic social strategy that includes digital marketing or customer care as an integrated part of consumer engagement strategies.

 

Aspect® Zipwire Cloud Contact Center

Straight from the Aspect Cloud, Aspect Zipwire, brings omni-channel customer care, fully-featured agent and supervisor desktops and advanced reporting and recording capabilities, all backed by our world-class Service Level Agreement (SLA).

Aspect® Unified IP®

A proven, feature-rich customer engagement platform, delivered in a convenient cloud, on-premises, or hybrid solution. Simplify omni-channel interactions with superior inbound routing, multi-session contact handling, compliant proactive outreach capabilities and tight integration with industry leading CRM applications.

 

Aspect® Customer Experience Platform (CXP)

Provide a consistent customer experience and two-way dialogues over self-service channels such as IVR, SMS and Mobile Web that provide seamless movement from one channel to the next all while preserving contextual consumer information. A Self-service solution.

Aspect® Advanced Voice Portal

Give today’s do-it-yourself consumers anytime, anywhere access to multichannel self-service that improves the customer satisfaction levels while reducing costs. A Self-service solution.

 

Aspect® Web Customer Care

Consumers expect businesses to try harder when it comes to online customer service – with chat quickly becoming the communication channel of choice. Let digital consumers instantly connect with an agent in real-time to drive more successful transactions that benefit customer loyalty rates and bottom lines.

Aspect® RTC Platform

Aspect RTC Platform embraces the WebRTC (Web Real-Time Communications) standard allowing businesses to directly embed audio-only or audio & video conversations and collaboration functionality within their website or mobile customer care apps.

 

Aspect® Social

As customers increasingly turn to social networks for customer service. Aspect Social enables organizations to make unhappy consumers into customer advocates by turning social monologues into productive dialogues.

Aspect® Hosted

Use the Aspect Hosted cloud solution to selectively adopt our market-leading multi-channel call center, workforce optimization and telephone services, adding functionality to your contact center without significant upfront capital and IT investment.

 

“The overall improvement in quality, reliability, and functionality of Aspect’s Zipwire solution has without question helped us grow. Prior to our Zipwire deployment we didn’t have the confidence to expand our contact center offerings because of the outages we encountered with our previous system. And since the reputation of Concierge Contact is everything to our business, we weren’t willing to risk it,” said Lynette Conway, Coach and Trainer at Concierge Contact Center. “Since deploying Zipwire, we’ve dramatically increased our customer and client satisfaction and our revenue has increased 53 percent in less than a year.”

What is a Call Center / Contact Center?

Call centers, also referred to as contact centers, help organizations handle a large volume of calls and other inquiries related to customer service, debt recovery and sales efforts. Businesses use various call center technologies to maximize productivity and customer experience. Automatic Call Distributors (ACDs) are used to assign incoming calls and other inbound multichannel types such as email, web chat, Instant Message, SMS and social to an agent based on real-time statistics, agent skill requirements and a wide variety of other conditional criteria, while Predictive Dialers are used to generate outbound calls or send proactive notifications via email or SMS. Other call center optimizing tools include Interactive Voice Response (IVR), Customer Relationship Management (CRM software), and specialized continuity software that enable a contact center to preserve context across channels delivering a seamless omni-channel experience through multiple customer touch points – self-service and agent assisted.

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