Aspect Via: Powerful Reporting & Analytics

Drive Efficiency and Service Improvements Using Advanced Call Center Reporting and Analytics

Omni-channel interactions and the contact centers that enable them to generate more data than ever before, but companies must be able to easily sift through “Big Data” and turn it into useful information to drive efficiency and service improvement.

Designed for an Omni-Channel World

Instead of separate applications for each component in a contact center, Aspect Via® utilizes a reporting layer that connects the service organization from end to end, understanding that each facet of a company relies on the others for high performance.

Visualize your customer’s journey across self-service and live customer service channels.

  • Track customers through all channels and view as a single report
  • View channel data in real time to identify rising trends
  • Create modern KPIs tailored to new interaction channels

Modern & Intuitive Interfaces for All Users

Aspect Via Reporting & Analytics is built on a HTML5 foundation for a rich and dynamic experience.

  • Visualize data across all channels and drill down for more granularity
  • Display results in a wide variety of graphs, reports and visualizations including word clouds
  • Personalized, role-based UX for agents, team leads, and administrators
  • Agents, Supervisors and Administrators view the KPIs and custom statistics most important to their roles through the same intuitive, modern user interface
Aspect Via Manager Dashboard

Shared Reporting Across All Capabilities

Leverage a single, unified reporting layer to simplify analysis of greater amounts of connected data.

  • Omni-channel Self-service and Live Agent Engagement
  • Proactive Outreach
  • Workforce Management
  • Performance Management
  • Quality Management
Shared reporting across all capabilities