Customer Care Services

“Integrity, partnership, reliability, performance—it matters and I’m very proud to say that that’s what I do get from Aspect and we’re going to be strategic partners for a long time to come.”

– Steven Sands, President, CCS

Maintain Your Competitive Edge by Protecting Your Aspect Investment

Your mission is to provide superior experiences for your customers, with each and every interaction, whenever and however they choose, with no interruption or unexpected surprises. Aspect Customer Care ensures you have the latest technology to support your customers’ needs and help you stay up-to-date with complex, ever-changing regulatory compliance.

At Aspect, we take this mission seriously by backing our products with the most comprehensive customer care and investment protection offerings in the industry, designed to ensure stable and predictable performance for your key mission-critical applications. Our expert staff and extensive online resources are dedicated to providing your IT and operations personnel with everything they need to make the most of your Aspect investment.

Protecting Your Investment Protecting Your Investment

Aspect technologies are the backbone of your customer engagement strategies and you’ve made a significant investment in your contact center solutions with us. Protecting these assets relying solely on product warranties is just not enough. For instance, Aspect includes proactive software updates and upgrades at no additional cost in our most basic tiers of service. You can always opt for additional support services to further ensure your system operates at peak levels, at all times.

Providing a Competitive Edge Providing a Competitive Edge

Superior customer service is the essential differentiator in today’s competitive marketplace. Aspect Customer Care is committed to continuous improvement and employs independently verified auditing and on-going customer input to ensure that we are delivering the best customer care. In fact, we constantly score a 4.4 or greater out of 5.0 average in customer satisfaction ratings.

Keeping Compliant and Minimizing Risk Keeping Compliant and Minimizing Risk

Keeping up with constantly changing and complex regulatory compliance can be a costly challenge. Software updates from Aspect ensure the security and the stability of your systems and help you stay compliant with ever-expanding PCI, HIPAA, and outbound dialing regulatory requirements.

Expanding Network Visibility Expanding Network Visibility

Aspect continues to invest in tools, processes, and technologies to maximize the availability and reliability of your contact center infrastructure. We provide diagnostic, performance analysis and proactive monitoring tools to stop application issues before they happen. Aspect’s performance analysis tool verifies that required resources and configurations are in place to ensure installation success the first time around. Our diagnostic tools collect data within and outside your operating systems to provide a comprehensive view of your mission-critical applications, so action can be taken before they become service impacting.

Ensuring Business Uptime Ensuring Business Uptime

Businesses count on Aspect contact center solutions to generate sales revenues, collect debts and deliver remarkable customer experiences. Your customers should be your only concern. Aspect understands that you cannot afford anything short of 100% operating levels, 100% of the time and we are dedicated to helping you achieve that goal. Aspect’s experts are at the forefront of industry trends and are well-versed in contact center and hosted/cloud services. Aspect has the knowledge and experience to ensure the solutions you have invested in from Aspect are operating at optimal levels, at all times.

Defining World Class Customer Care Defining World Class Customer Care

Aspect Customer Care has deep industry experience providing all levels of service from traditional on-premises support for licensed software to private cloud through to full turnkey SaaS. We push for breath-taking speed of resolution without compromising quality standards. Tier escalation procedures ensure a priority response to your business-critical issues. Best in class online self-service collaboration tools provide a rich environment for accessing the collective knowledge of peers and Aspect experts.

 

Capabilities Highlights

Aspect Customer Care offers a full range of services to meet our customers’ specific enterprise application support needs.  For customers with robust in-house IT infrastructures, we offer remote mission-critical phone support and proactive application updates.  And for our customers who are seeking to offload daily monitoring and management tasks, trust in Aspect to support the applications that are built on our own software. 

Whether the problem is large or small, with Aspect Customer Care you’ll get help quickly and efficiently at every touch point.

Always available

Our skilled service professionals provide a single point of contact available 24x7x365. Remote capabilities and geographically-deployed field engineers drive timely resolution across a full range of issues.

Fast resolution

We’ve developed a case management process that provides effective solutions quickly and efficiently. Tiered escalation procedures make sure business-critical issues are given special priority.

Collaborative self-service

If you’d like to take care of issues on your own, we provide you with all kinds of tools to get the job done. The Aspect Community portal gives you a forum to access the knowledge of our experts and other users.

Proactive support services

Our engineers are always looking ahead to spot potential issues and correct them long before they become problems. With Aspect Customer Care, you’ll receive free software upgrades and service packs to help maintain peak performance.  

HIGH PERFORMANCE SUPPORT FROM ASPECT

4.4 out of 5.0 average customer satisfaction ratings
Less than a minute average call response time
86% severity 1 cases resolved in 24 hours
56% of all cases resolved within 24 hours
24x7x365 follow-the-sun customer care
Customer Care provided in eight languages
400 customer care staff around the world



ASPECT CUSTOMER CARE: TRANSCENDING THE TRADITIONAL BREAK/FIX MODEL

Software Updates
Included software updates keeps your systems current with the latest Aspect product software releases and new capabilities.

Proactive Monitoring
Take proactive steps to safeguard your system and avoid service affecting issues.

Always Available
Staff from around the world provide 24x7 follow the sun support.

Fast Resolution
Customer care experts and self-service tools that make it easy for you to quickly get the information and help you need.

Escalation Procedures
Tiered escalation procedures ensure a priority response to your business-critical issues.


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