Contact Centre and Workforce Optimisation Platform

Aspect Via® gives you the flexibility to evolve and scale your contact center as business needs demand.

Aspect Via is a cloud-based contact centre and workforce optimisation platform that provides a strong foundation for delivering better customer experiences, along with the ability to deploy solutions for interaction management, self-service, workforce optimisation and more. By layering on best-of-breed applications, enterprises can meet customer expectations, enhance the agent experience, meet KPIs and increase CSAT scores.

Aspect Via Supports the Following Contact Centre Solutions:

  • Interaction Management, WFO, and self-service capabilities
  • Shared real-time and historical reporting
  • 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
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Self-Service

Enable omnichannel self-service and a consistent, personalised experience across all customer touch points. Dynamically tailor and ease self-service interactions by managing customer preferences and segmentation data. Watch video.

Process and People Optimisation

Optimise your operations with complete workforce, quality and performance management capabilities to engage agents, drive quality customer interactions and improve service. Watch video.

 
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Omnichannel

Offer a consistent and seamless cross-channel experience when customers engage, inquire and request service via the channel they prefer. Watch video.

Agent Empowerment

Empower agents to provide a better customer experience through intuitive, modern technologies that can positively transform their work environment. Watch video.

 
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Proactive Outreach

Provide critical information through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues. Watch video.

Reporting and Analytics

Understand the customer journey from self-service through live assistance with complete customer engagement reporting and analytics to help focus on operational efficiency and service strategies. Watch video.

 

Service Intelligence

Deliver personalised interactions in and across every channel by tailoring the customer experience using interaction and customer data and personal preferences—turning routine interactions into strong customer connections. Watch video.

 
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“We had no visibility into the process or interactions that our employees were having. Aspect revolutionised that. We have a peace of mind that everyone who comes into the organisation is being contacted an adequate amount of times to increase our bottom line.”

Bill Tsouvalas, Founder and CEO, Savvy