OVERVIEW

Connect Customers with Agents, Intelligently

Use any combination of inbound route and queue types to intelligently support and differentiate your customer service strategies.

  • Queue across groups, teams or the entire agent population to quickly service customers and efficiently utilize agent resources
  • Conditionally choose to route customers on a contact-by-contact basis according to contact center, customer preference or other internal/external data
  • Provide wait-time & queue position notification with the ability to offer scheduled callback when wait-times increase

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Connect Questions to Answers

Integration with real-time interaction information and customer data residing throughout the enterprise (often in CRM systems) also has a big part to play in making sure inquiries are routed optimally.

  • Tailor the customer experience using interaction and customer data, personal preferences and segmentation data
  • Match the most appropriate agent to each contact to provide faster, more efficient issue resolution and better service experiences
  • Apply one set of business rules across all self-service channels to dynamically prioritize incoming contacts in a universal, single queue and route them appropriately

Contact Center CX Automated Agent for self-service dialogs and service continuity from automated to live assistance. Contact Center Omnichannel Agent for chat, SMS and email channels.

Everything Agents Need in One Place

Contact Center Inbound Voice offers multisession contact handling and robust integration with leading CRM applications, ultimately helping companies effectively manage and deliver differentiated customer service in light of consumer demand for expanded choices in engagement channels.

Capabilities

Inbound Call Center Software Routing and Queuing 

Turn routine customer service exchanges into strong customer connections. Our inbound contact center voice solution makes it easily to apply routing for all voice contact, increasing efficiencies when customers are looking for answers. Use any combination of ACD route and queue types to support and differentiate your customer service strategies.

  • Dialed number (DNIS)
  • Calling party identification (ANI)
  • Skills-based routing
  • Dynamic inbound routing
  • Enterprise routing and queuing
  • Priority routing and queuing
  • Wait-time and queue position notification
  • Queue optimization and scheduled call back
  • Abandoned call recuperation for call back

DEPLOYMENT

Get the Capabilities You Need, Deployed the Way You Want

Aspect’s call center solutions can be deployed on-premises, hosted, or as a cloud contact center, offering your organization the flexibility to deploy applications within the environment that best suits your needs. This also allows you to plan to move to the cloud at your own pace, or continue to utilize the deployment that makes the most sense for your business. Aspect's cloud contact center platform, Aspect Via® allows your business to adopt applications modularly, adding capabilities to your call center at your own pace. Aspec® Unified IP® includes all contact center applications in a single, complete, ready-to-deploy contact center platform and solution. Aspect solutions also seamlessly integrate with third party applications, allowing data to flow freely across contact center and workforce optimization functions and the rest of the enterprise.

CONSULTANCY

Aspect® Professional Services for Inbound Voice Implement and Customize Your Workforce Optimization Solution

Today's consumers have higher expectations for customer care than ever. The Aspect Professional Services consulting team has the years of professional experience and technical expertise necessary to develop and implement specialized applications that apply Aspect Inbound Voice capabilities to meet your unique business needs.

Glossary

What is an ACD/Automatic Call Distribution System?

Automatic call distribution (ACD) is used to direct incoming calls (or other communications, such as SMS messages) to the appropriate service agent. ACDs help make contact centers more efficient by using a set of automated rules to determine the most appropriate agent for each caller.

Some of the rules that help ensure quality include geographic matching, customer self-selection by IVR or routing a customer based on account ID or ANI.

An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.