Aspect Professional Services Consultancy

Implementation

Solution Implementation Services

Ensure a Seamless, Successful Technology Deployment and Roll-Out

Aspect's 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. We 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. Ultimately, that means dramatically increased business efficiencies and more profitable customer interactions. We provide:

• Team accountability with a single point of contact
• A standardised, consistent project management framework that ensures expectations are clearly documented and met at each milestone
• Optimal transitions from implementation to full system operation and production support
• Consulting recommendations for high-value enhancements specific to your organisational needs
• Deployment flexibility, whether you need an on-premises solution or a public, private or hosted cloud environment
• Full Professional Services Application Support (PSAS) on any customisation we build, giving you peace of mind and safeguarding your applications and integrations against unforeseen interruptions

Optimisation

Business Intelligence and Optimisation Services

Take Your Contact Centre to the Next Level by Optimising Solutions and Processes

In today’s world, having a strategically aligned and executable roadmap for your contact centre and customer experience strategy is not only a good idea, it’s a must-have. Aspect's optimisation services team is comprised of strategic consultants dedicated to helping you optimise your workforce, transform your self-service capabilities and provide business intelligence across your contact centre. We offer:

• Workforce operational consultancy to help you optimise your workforce management processes, maximise the performance of your people and increase the return on investment from your workforce solutions
• Business intelligence application development that enables you to bridge the gaps between complex and disparate data systems, leveraging more of the data already available inside your enterprise and driving more informed decisions
• Self-service transformation of your contact centre to develop and implement self-service capabilities and elevate the role of your agents
• Disaster recovery planning that helps you develop a comprehensive, actionable strategy based on acceptable outage and RTOs (recovery time objectives) for each process and channel
• Expert developer team support for API implementation
• Staff augmentation, giving you access to highly skilled, Aspect-trained professionals who can meet your outsourcing needs for system configuration, maintenance and administration

Workforce Innovation

Workforce Automation Innovations

Solve Employee Engagement Challenges and Improve Workflows

Agent satisfaction is key to reducing turnover and keeping your workforce engaged and productive. The Millennial influence on the modern workplace has led to higher expectations for seamless systems integrations, user-friendly desktop and mobile applications and greater access to self-service for requests and scheduling. In addition, our workforce innovations leveraging artificial intelligence usher in a new level of contact centre efficiencies by empowering the enterprise to redefine everyday processes, streamline tasks and uncover hidden potential from valuable insights.

Explore examples of our workforce innovations and services, including:

• Aspect^® Workforce Mobile^™: A native mobile application supported on iOS or Android that allows both agent and supervisor functionality such as view scheduling, productivity statistics, schedule requests and more
• Aspect^® Virtual Schedule Agent^™: Interactive text response and IVR agent personal assistant for workforce scheduling
• Aspect^® SecureAgent^™: Ensure you are always in compliance with important contact centre regulations by effectively capturing both voice and screen contact centre recordings
• Aspect^® Mila^™: Aspect Mila lets agents use conversational SMS, desktop chat, other text channels or IVR to remotely accomplish the most common workforce optimisation tasks, helping them stay connected to the contact centre in the most intuitive, natural way possible
• Adherence Link: Automates exception and schedule entries for WFM based on adherence
• HRIS Link: Allows for quick and cost effective ways to integrate Aspect Workforce Management with Human Resource Information Systems.
• Agent Desktop: From simple screen pops to custom CRM integrations, we can provide a seamless transition of important customer information using CTI from the point of initial contact to your agent’s desktop resulting in avoiding repeat questions, reducing average handling time (AHT), and higher customer satisfaction (CSAT)

CX Innovation

Customer Experience Innovations

Deploy Cutting-Edge Technology to Better Serve Your Customers

Modern self-service capabilities and experiences can drive substantial cost savings, increase customer satisfaction and provide a differentiated competitive advantage. Aspect has been one of the leaders building chatbots using artificial intelligence (AI) to simulate interactive conversations. Bots are extremely useful for routine customer service and marketing systems to provide answers to questions on topics such as products, services, or company policies. If a customer question exceeds the abilities of the bot, that customer can be routed to human operator for a seamless experience.

See examples of our interaction management innovations and services solutions, including:

• Where is My Order Bot: Allow customers to check order status and tracking whenever and wherever they want, without impacting contact centre staff in any way
• Secure Payment Bot: Simplify PCI DSS compliance and secure your contact centre operations by automating this task
• FAQ Bot: An easy way to help companies start interacting with their customers through other channels to provide useful information, and to collect data over time to find out what your customer really want to know
• Survey Bot: Automates the communications through the customer’s preferred channel with a personalised message. By blending automation with agent-assisted survey campaign, customer can get the human touch when they need it
• Debt Collection Bot: Make collections easier for everyone by balancing functionality and ease of use based on customer needs. Engaging with debtors is more important than ever and this bot can help you increase contact rates through automated SMS payment reminders and payment options