Inbound Voice
ACD | Intelligent Routing
Outbound Voice
Proactive Outreach | Predictive Dialling | Auto Dialling
Omnichannel Agent
SMS | Messaging | Social
CX Automated Agent
IVR | Digital Self-Service
Financial Services | Healthcare | Retail | Utilities | Telecom | Transportation | Travel/Hospitality | Education | Government
Workforce Management
Volume Forecasting | Scheduling | Tracking
Performance Management
Coaching | Performance Data | Gamification
Quality Management
Quality Monitoring | Recording
Workforce and Interaction Analytics
Speech Analytics | Text Analytics | Trend Discovery
Consultancy | Implementation | Business Intelligence/Optimisation | Workforce Automation Innovations | Customer Experience Innovations
Channel Partners | Technical Partners | Service Providers
Amazon | Microsoft | Salesforce
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Overview
The Aspect Via Platform is a flexible cloud contact centre solution that gives you the agility 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 centre and workforce productivity capabilities to the cloud.
The Aspect Via Platform offers:
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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.
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.
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.
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.
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.
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
Hoist Finance Case Study