Call Centre Solutions

Deliver Exceptional Customer Service with Best-of-Breed Call Centre Software

Overview

Customer Experience is Built on Every Positive Interaction

Aspect’s Call Centre Software suite applications support both automated and live inbound and outbound communications across voice, SMS, Email, chat, social, and mobile interactions. Deliver a seamless experience across every channel and every touchpoint while delivering personalised, convenient, and powerful interactions. Improve operational efficiency and comply with key regulations with advanced routing and dialing solutions while simultaneously delivering differentiated service to customers.

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Inbound Voice

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

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Outbound Voice

Proactive outreach is fundamental to keeping customers engaged, informed and on schedule whether for appointments, bill payments or other events and activities.

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Omnichannel Agent Customer Contact

Deliver informed, powerful interactions in and across every channel, turning routine interactions into strong customer connections.

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Self-Service with CX Automation

Enable omnichannel self-service and a consistent, personalised experience across traditional IVR and digital self-service touchpoints.

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Deployment

Get the Capabilities You Need, Deployed the Way You Want

Aspect’s call centre solutions can be deployed on-premises, hosted, or as a cloud contact centre, 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 utilise the deployment that makes the most sense for your business. Aspect's cloud contact centre platform, Aspect Via^®, allows your business to adopt applications modularly, adding capabilities to your call centre 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 centre and workforce optimisation functions and the rest of the enterprise.

Consultancy

Aspect Professional Services Contact Centre Consultancy

Implement and Customise Your Call Centre Solution

Our experience-first approach to implementation includes a proven project management framework designed to work with you to achieve your goals on time and on budget. The Aspect Professional Services consulting team has the years of professional experience and technical expertise necessary to build on existing customer contact investments and enterprise technologies you already use in order to open up communication, solve workflow bottlenecks and automate smarter business processes.

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Glossary

What is Call Centre Software?

Call centre software, also referred to as contact centre software, is a type of business technology designed to help organisations handle a large volume of calls and other inquiries related to customer service, debt recovery and sales efforts. Companies use various tools and applications to facilitate interactions between agents and customers, helping to enhance contact centre productivity and ensure customers get the assistance they need. One capability of call centre software is an automatic call distributor (ACD) which assigns incoming calls and other inbound multichannel types such as email, web chat, instant message, SMS and social to an agent based on real-time statistics, agent skill requirements and a wide variety of other conditional criteria. Predictive dialer software can be used to generate outbound calls or send proactive notifications via email or SMS. Other call centre software applications include interactive voice response (IVR), customer relationship management (CRM software) and specialised continuity software that enables a contact centre to preserve context across channels, delivering a seamless omnichannel experience through multiple customer touchpoints–self-service and agent assisted.

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