Aspect Via^® Cloud Contact Centre Platform: Best-of-Breed Applications for You and Your Customers

Overview

A Strong Foundation for Delivering Better Customer Experiences

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:

Support for interaction management, WFO, and self-service applications
Shared real-time and historical reporting across all capabilities
Personalised, role-based UX for agents, team leads and administrators
A rich set of APIs to support external integrations, including dashboard widgets and CRM systems
Cloud neutral: Available in cloud, Virtual Private Cloud (VPC) and hosted environments

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 Centre 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

Capabilities

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