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Overview

Best-of-breed Cloud Contact Center and Workforce Optimization

Built for high availability and business continuity with an industry-leading 99.999% uptime service level agreement (SLA), Aspect Via is a highly scalable and secure cloud contact center platform with best-of-breed contact management and workforce optimization applications.

This powerful enterprise cloud contact center solution is designed to give large businesses the flexibility and agility to evolve, expand and continually improve workforce interactions and customer engagements using advanced features and capabilities such as intelligent inbound routing strategy management, a regulatory compliance hub and omnichannel forecasting and scheduling.

Aspect Via wheel graphic

Featured Capabilities

Modular and Designed to Scale

Best-in-class, enterprise-tier cloud contact center solution scales to meet the demands of large businesses, easily scaling to 15,000+ agents. Adopt the contact management and workforce optimization applications you need now; add capabilities as you grow.

Business Continuity/Disaster Recovery (DR)

Aspect deploys cloud services and databases into multiple availability zones to ensure that vital applications maintain critical operations and can recover quickly from a failure or outage.

 

Work-from-Anywhere Access & Mobile UI

Easy-to-use, persona and browser-based interface enables agents to work from home or on-site as needed. Simple smartphone interface mimics the look and feel of the agent desktop to allow agents to manage their schedules remotely.

Omnichannel Forecasting & Scheduling

Gold-standard omnichannel simulation models provide the most accurate forecasting and flexible scheduling across all channels.

 

Compliance Hub for Outbound Campaign Management

Centralize and coordinate all enterprise outbound activities across multiple departments or contact centers with compliant outbound campaign management tools to reach more customers at the right time.

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.

 

The Premise Solutions You've Trusted for Years, Now Available in the Cloud

For decades, the market-leading multichannel interaction management capabilities of Aspect® Unified IP® and the Aspect® Workforce Optimization™ suite have helped drive the success of enterprises around the world.

Now enjoy the same powerful capabilities of these trusted solutions, in addition to the many operational benefits of cloud-based software built with enterprise needs in mind.

Cloud Neutral to Give You Cloud Choice

Enterprise companies have unique requirements for their cloud environments and a cookie-cutter approach simply doesn’t work. That’s why Aspect offers "cloud neutral" deployment of our best-of-breed applications to give you cloud service delivery choice.

Reduce your dependency on IT resources with a reliable, secure enterprise-strength contact center software solution, deployed in the cloud you prefer—whether it's Amazon AWS, Microsoft Azure, local cloud or a hosted environment. You choose the option that works best for your security, privacy, regulatory and other needs.

Ready to Transition to the Cloud

The flexible, modular framework of the Aspect Via cloud contact center platform allows you to adopt the applications you need now and add solutions as your business needs change.

Our experienced cloud migration teams work tirelessly from the first to the final step of your installation to ensure a seamless transition. Tools enable the transition of WFM configurations and data from on-premises or hosted systems to the Aspect Via cloud platform. Once the installation is complete, our knowledgeable customer service team is just one point of contact away.

Contact our team to get a firsthand look at Aspect Via and discuss the details of your possible cloud migration.

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Case Study

Ring Solved their Scheduling and Intra-Day Management Problem with Aspect WFM

Ring, an Amazon company, sought to dramatically improve the scheduling of their rapidly growing workforce, as well as to gain valuable real-time insights into agent activity. They implemented Aspect Via® Workforce Management™ and were able to reduce their agent count by 20%.

READ FULL STUDY

Glossary

What is an Enterprise Cloud Contact Center?

An enterprise cloud contact center (ECCC) is a set of cloud-based best-of-breed applications tailored for the needs of large contact centers. The majority of cloud contact center solutions are flexible, able to be quickly deployed and continually updated with new features and capabilities applied by the vendor.

Enterprise cloud contact center software solutions also allow for rapid adaptation to changing global business needs and multiple deployment environments, scale to efficiently manage bursting up and down and scheduling across thousands of agents, provide critical levels of security, reliability and compliance tools, and integrate with best-of-breed third-party applications through open API frameworks.

A flexible cloud contact center that can quickly adapt to changing business needs that is also scalable is critical to modern day enterprises, and the experts at IDC agree, stating "The rate of change and innovation of cloud-based products exceeds any innovation cycle of software in history. Therefore, customers must be in alignment with their provider's future direction."

Aspect has long been an award-winning provider of enterprise contact center solutions. The Aspect Via Platform provides the same level of sophisticated, industry-leading customer engagement and workforce optimization capabilities, taken to the cloud with enterprise needs in mind.

 
 
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