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Overview
Yesterday's call center is today's customer engagement center. Consumers expect high-touch, personalized engagement with the companies they do business with, regardless of the channels they choose. Your customer engagement strategy requires technology that can handle the demands of today’s consumers by providing the channel choice they expect.
Properly orchestrated, a customer engagement center fuels profitable growth by aligning your entire enterprise around servicing the customer. It removes barriers, eliminates silos and builds an environment of collaboration, trust and loyalty that passes easily from managers to agents to customers.
Capabilities
Aspect Via® is our award-winning customer engagement center platform with the ability to add best-of-breed contact center applications for interaction management and workforce optimization.
Equip your business to quickly respond to market opportunities, consumer demands and competitive threats as they arise. In addition to providing you with greater flexibility and agility, cloud deployments can be completed in a much shorter timeframe than on-premises solutions, allowing you to start realizing the value of your SaaS investment more quickly.
The Aspect Via Platform is highly dependable, and scales with your business needs. The platform is built for high-availability and backed by industry-leading SLAs to support enterprise-scale deployments.
Customize the user interface for agents, team leads and administrators. Tailor the user experience to display information employees need at the right time, through custom widgets and dashboards. For customer engagement, integrate the Aspect Via user experience with industry-leading CRM applications such as Salesforce.com and Microsoft Dynamics to empower agents with a 360-degree view of the customer.
The Aspect Via Platform architecture provides a solid foundation for a secure, private and scalable cloud environment that enables shared services to support multiple customers simultaneously across regions, around the world.
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.
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Consultancy
From set-up and implementation to customization according to your unique business needs, Aspect's team of Professional Services consultants are on-hand to help you achieve your customer engagement objectives. One-time, fixed set-up fees get things off to a strong start with additional services available to further streamline the customer engagement software deployment into the larger enterprise including systems of record and workflows.
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Glossary
A customer engagement center refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel.
The goal of the customer engagement center is not only to provide service to customers as they move among communications channels — including social media and community forums — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.
Source: Gartner IT Glossary