Omnichannel Call Center Solutions: Break Down the Barriers between Customer Contact Channels

Overview

Deliver the Omnichannel Customer Service Today's Customers Expect

Customers today expect channel choice. As the availability of new channels and new devices continues to grow, we are also seeing an increase in customers’ willingness—and inclination—to change channels according to their preferences, device availability and current activity. It is imperative that organizations provide a consistent and seamless cross-channel experience when customers engage, inquire and request service, whenever, wherever and via whatever channel suits them.

With Aspect Contact Center Omnichannel Agent, deliver informed, powerful interactions in and across every engagement, turning routine interactions into strong customer connections. Provide engagement choices for customers across channels so they can select the most appropriate channel, based on where they are and what they are doing. Additionally, differentiate the total customer experience by delivering consistent service via voice, email, web chat, SMS and mobile with full-service continuity between interactions.

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CAPABILITIES

Offer Multichannel Choice

With Aspect Contact Center Omnichannel Agent, deliver personalized and convenient customer experiences across voice, chat, SMS, email, and social channels.

• Simplify and flexibly manage multichannel live, agent-assisted interactions within a customizable, modern user interface that is familiar and easy to use.
• Agents can handle up to eight interactions simultaneously, allowing contact centers to leverage agent skill sets across multiple channels.
• Omnichannel Agent tightly integrates with industry-leading CRM solutions, ultimately helping companies effectively manage and deliver personalized customer service as consumers demand expanded choices in communication channels.
• Using interaction and customer data, organizations can tailor the customer experience and intelligently route customers to agents who are best suited to serve their needs.
• Omnichannel Agent works with Aspect^® Workforce Management^™ to accurately forecast customer volumes across all channels and schedule the right number of appropriately skilled agents for each channel.

Deliver Omnichannel Experiences

Customers expect to be able to seamlessly move between channels and interactions, and they expect the companies they do business with to provide personalized experiences based on previous transactions and customer preferences.

• Provide a seamless omnichannel customer journey by preserving background and customer activity information across customer touch points–self-service and agent assisted.
• Arm agents with contextual information to ensure they know when and why customers contacted your organization last, and whether there are any outstanding issues without asking customers to repeat themselves.
• Provide better customer service experiences with agent account ownership and same-agent service continuity.
• Offering omnichannel experiences creates cost efficiencies, reduces customer frustration and results in better issue resolution.
• Ensure that customer contacts are routed to agents who have the proper subject matter and channel skills.

SEE HOW IT WORKS

Omnichannel Self-service

Add Aspect’s Contact Center CX Automated Agent to Omnichannel Agent for modern, omnichannel self-service capabilities.

• Create intelligent assistants across voice, chat, SMS, and social channels that are capable of natural, conversational dialogues, by leveraging industry-leading Natural Language Understanding and AI like Microsoft LUIS.
• Turn one-way notifications into two-way conversations by allowing customers to respond to proactive notifications in the same channel.
• If a customer is using a self-service channel and the issue is too complex to be solved in that channel, the customer will be transferred to an agent who will have a history of what has just occurred, eliminating the need to repeat information.

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. Aspect^® 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 Omnichannel Customer Engagement

Implement and Customize Your Omnichannel Solution

Today's consumers expect superior customer care, on their own terms and through the channel of their choice. 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 Omnichannel capabilities to meet your unique business needs.