Aspect Via^®: World-Class Cloud Contact Centre Platform

Overview

A Strong Foundation for Delivering Better Customer Experiences

The Aspect Via Platform is a flexible enterprise cloud contact centre solution that allows you to evolve and scale your contact centre as business needs demand. Based entirely on our proven interaction management and workforce optimisation product portfolio, the Aspect Via Platform and application suite brings those same best-of-breed contact management and workforce productivity capabilities to the cloud. The Aspect Via Platform offers:

Support for interaction management, WFO, and self-service applications
Modular application adoption, so you can add capabilities at your own pace
Common administration and shared real-time and historical reporting across all capabilities
Personalised, role-based UX for agents, team leads, managers and administrators
A rich set of APIs to support external integrations, including dashboard widgets and CRM systems
Cloud neutral—available in multi-or single tenant environments
True SaaS service maintained and updated by Aspect—regular new features and enhancement updates, with minimal disruption, streamlining the upgrade process
Powerful Aspect Workforce Optimization suite applications that support both workforce productivity and employee engagement strategies with best-of-breed workforce, performance, quality management and workforce mobile solutions

Capabilities

This platform is highly scalable and secure, offering the ability to start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Aspect Via Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

Aspect Contact Management suite applications support both automated and live inbound and outbound communications across voice, SMS, email, chat and mobile interactions

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

Cloud Subscription Service

Equip your business to quickly respond to market opportunities, consumer demands and competitive threats as they arise. In addition to providing you with greater flexibility and agility, cloud deployments can be completed in a much shorter timeframe than on-premises solutions, allowing you to start realizing the value of your SaaS investment more quickly.

High Availability and Scalability

The Aspect Via Platform is highly dependable, and scales with your business needs. The platform is built for high-availability and backed by industry-leading SLAs to support enterprise-scale deployments.

Streamlined User Experience

Customize the user interface for agents, team leads and administrators. Tailor the user experience to display information employees need at the right time, through custom widgets and dashboards. For customer engagement, integrate the Aspect Via user experience with industry-leading CRM applications such as Salesforce.com and Microsoft Dynamics to empower agents with a 360-degree view of the customer.

Secure and Private

The Aspect Via Platform architecture provides a solid foundation for a secure, private and scalable cloud environment that enables shared services to support multiple customers simultaneously across regions, around the world.

Open Architecture and APIs

Extend and drive your business by seamlessly integrating with enterprise data sources and third-party business systems. The Aspect Via Platform API layer allows you to easily integrate with existing CRM, CEM, CFM, CSS, ERP, WFM and BPM solutions.

Resources