Inbound Voice
ACD | Intelligent Routing
Outbound Voice
Proactive Outreach | Predictive Dialling | Auto Dialling
Omnichannel Agent
SMS | Messaging | Social
CX Automated Agent
IVR | Digital Self-Service
Financial Services | Healthcare | Retail | Utilities | Telecom | Transportation | Travel/Hospitality | Education | Government
Workforce Management
Forecasting | Scheduling | Tracking | Mobile App
Performance Management
Coaching | Performance Data | Gamification
Quality Management
Quality Monitoring | Recording
Workforce and Interaction Analytics
Speech Analytics | Text Analytics | Trend Discovery
Consultancy | Implementation | Business Intelligence/Optimisation | Workforce Automation Innovations | Customer Experience Innovations
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Overview
Aspect’s Contact Management suite of contact centre software applications support both automated and live inbound and outbound communications in India and throughout the world, across voice, SMS, email, chat, social, and mobile interactions. Deliver a seamless experience across every channel and every touchpoint while delivering personalized, convenient, and powerful interactions. Improve operational efficiency and comply with key regulations with advanced routing and dialling solutions while simultaneously delivering differentiated service to customers.
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Deployment
Aspect’s call centre solutions can be deployed on-premises anywhere in India, as a hosted solution, or as a cloud contact centre, offering your organisation 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 management and workforce optimisation applications in a single, complete, ready-to-deploy contact centre platform and solution. Aspect solutions also seamlessly integrate with third party applications, allowing data to flow freely across contact management and workforce optimisation functions throughout the call centre and the rest of the enterprise.
Consultancy
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. Aspect's India 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.
EXPLORE CONTACT CENTRE INNOVATIONS
Resources
The Aspect Omnichannel Experience
Aspect® Unified IP® Brochure
Aspect® CXP™ White Paper
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Glossary
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.