Overview

Discover Why Aspect is the Provider of Choice for Industry-Leading Enterprises Worldwide

Our best-of-breed capabilities extend across both contact centre and workforce optimisation needs, and can be deployed in the contact centre environment of your choice—whether you choose Aspect® Unified IP® for an on-premises or hosted platform, or Aspect Via® for a cloud-neutral contact center platform.

Contact Centre suite applications support both automated and live inbound and outbound communications across voice, SMS, email, chat, and mobile interactions. See GREEN below.

Workforce Optimisation suite applications support both workforce productivity and employee engagement strategies with best of breed workforce, performance, and quality management solutions. See YELLOW below.

Workforce and Interaction Analytics are available across these capabilities, putting the information you need to make decisions at your fingertips. See RED below.

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Contact Centre Inbound Voice

  • Match the most appropriate agent to each contact to provide faster, more efficient issue resolution and better service experiences
  • Queue across groups, teams or the entire agent population to meet SLA targets and efficiently utilise agent resources
  • Conditionally route customers according to contact centre statistics, customer preferences or other internal/external data
  • Provide wait time and queue position notifications with the ability to offer scheduled callback when wait times increase

LEARN MORE about our inbound voice solution.

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Contact Centre Outbound Voice

  • Support every outbound engagement strategy with dialing options including: Preview, Precision, Predictive, Automatic and Blaster
  • Leverage best-time-to-contact capabilities and track contact histories to inform optimal outbound strategies
  • Deploy smarter campaigns with centralised attempt, consent, and number portability; tracking and regional compliance controls
  • Comply with increasingly complex regulatory requirements like TCPA, CFPB, OFCOM and other governmental regulatory bodies

LEARN MORE about our outbound voice solution.

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Contact Centre Omnichannel Agent

  • Provide engagement choices for customers, so they can select the most appropriate channel, based on where they are and what they are doing
  • Provide a consistent and seamless cross channel experience when customers engage, inquire, and request service thru whatever channel suits them
  • Power automated multichannel campaigns and high-touch proactive customer care delivered through voice, email or SMS to stay connected with customers
  • Deliver extraordinary service by anticipating customer needs and sending proactive and personalized service communications on their channel of choice

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Contact Centre CX Automated Agent

  • Deploy chatbots and intelligent assistants capable of automated interactive response for self-service channels like SMS and web chat
  • Leverage the power of Natural Language Understanding (NLU) to make text-based automated interactions more intuitive, flexible and conversational
  • Send proactive outbound notifications and turn one-way notifications into two-way conversations so customers can take immediate action
  • Tailor custom IVR applications to your business needs, with automatic speech recognition and text-to-speech capabilities

LEARN MORE about our automated agent self-service solution.

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WFO Workforce Management

  • Leverage accurate forecasting, flexible scheduling and insightful real-time tracking of all inbound, outbound, blended and back office staffing resources
  • Get true omnichannel forecasting and scheduling of voice, multi-session chat, email, SMS, and other digital channels with patent-pending models
  • Give agents and supervisors the self-service and mobility they want with apps for iOS and Android
  • Automate push notifications, SMS or emails on overtime, voluntary time-off and other important messages
  • Run unlimited "what-if" scenarios to understand the impact of unexpected variations in staff availability and contact volumes on service levels and budgets

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WFO Performance Management

  • Drill down into aggregated data to view performance management trends over time and gain valuable insights
  • Achieve your business goals at every level of the organisation by aligning individual and team goals with business goals
  • Set thresholds for team and individual agents, automatically identifying performance issues and recommending specific coaching actions
  • Create fun challenges and competitions between employees to drive engagement and improved performance

LEARN MORE about our performance management solution.

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WFO Quality Management

  • Use robust search tools to find and review voice recordings and text transcripts across work types and teams
  • Create custom quality evaluations for agent service performance or process scoring
  • Evaluate quality from the perspective of agent, supervisor and customer, and calibrate quality scores to ensure consistency
  • Monitor agents’ voice and text interactions in real time to ensure quality and offer coaching assistance when necessary

LEARN MORE about our quality management solution.

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WFO Workforce and Interaction Analytics

  • Perform analytics across all your channels of customer communication, opening a world of new possibilities for deep insights into your operation
  • Understand drivers behind customer behaviours and attitudes such as churn, purchase and satisfaction
  • Organically identify valuable information without any prior knowledge using 100 percent of conversations in all voice and text channels
  • Examine frequency and cluster analyses of any set of calls to help spot and address issues you might otherwise not been aware of

LEARN MORE about our analytics solution.

Best-of-Breed Contact Centre Solutions

Inbound Voice

Use any combination of inbound route and queue types to intelligently support and differentiate your customer service strategies.

Outbound Voice

Proactive outreach is fundamental to keeping customers engaged, informed and on schedule whether for appointments, bill payments or other events and activities.

Omnichannel Agent Customer Contact

Deliver informed, powerful interactions in and across every channel, turning routine interactions into strong customer connections.

Self-Service with CX Automation

Enable omnichannel self-service and a consistent, personalised experience across traditional IVR and digital self-service touchpoints.

Best-of-Breed Workforce Optimisation Solutions

Workforce Management

Optimise the forecasting, scheduling and tracking of a multi-skill workforce to ensure the right number of appropriately skilled service individuals are ready when customers need them most.

Performance Management

Create a “single source of truth” combining data from many sources into telling metrics and KPIs, allowing supervisors and managers to fully assess performance against set goals.

Quality Management

Integrate quality monitoring with recording and evaluations to get a comprehensive view of agent quality and compliance.

Workforce and Interaction Analytics

Use best-in-class speech and text analytics to rapidly surface valuable insights on quality, customer experience and operational issues across all customer interaction channels.