Aspect® Unified IP® is a complete, software-based, unified platform that helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel – through a single, elegant software platform.
Aspect Unified IP brings all contact options together, in one place, on one platform, so informed and empowered agents can keep talking, typing and conversing. At the same time, it minimizes customer effort, providing a differentiated superior omni-channel customer experiences.
Delivering remarkable customer experiences
Customer experience has always been a primary driver of business reputation and revenue. What has markedly changed in recent years is the influence of consumer choice on competitive standing. With the Aspect Unified IP interaction management platform, you can do business at the speed of the consumer, consistently minimizing their effort so your company becomes easier to do business with.
Better routing, better experiences
Strategic, whole system automation provided by Aspect Unified IP inbound automatic call distribution (ACD) encompasses the entire inbound customer interaction, from contact routing, to agent skill selection, to contact recording. With the ability to flexibly apply one set of business rules across all channels, you can dynamically prioritize incoming contacts in a universal, single queue, and based on real-time statistics and system conditions route them to the most appropriate agent. Contacts can also be distributed between multiple sites and matched to the most qualified customer resource within your entire enterprise agent pool for specific contact flows and work types. The Afiniti Connector further enhances call routing by matching callers to agents using behavioral / customer preference-based pairing.
Multichannel choice, omni-channel experiences
As the path to service takes ever more varied and twisting turns, organizations must expect the unexpected. Usage of new channels and new devices continues to climb, as does customers’ willingness – and inclination – to change channels according to their needs. It is imperative that you provide a consistent and seamless cross channel experience when customers engage, inquire, and request service whenever, wherever, and via whatever channel suits them.
Aspect Unified IP simplifies and flexibly manages omni-channel interactions across voice, email, chat, SMS, IM and social channels. It offers multisession contact handling and tight integration with industry leading CRM applications, ultimately helping companies effectively manage and deliver differentiated customer service in light of consumer demand for expanded choices in communication channels.
Compliant proactive outreach and high-touch customer care
Aspect Unified IP leads the outbound dialer market with contact capabilities that power automated multichannel campaigns and high-touch proactive customer care delivered through voice, email or SMS. A full set of advanced list and campaign optimization compliance capabilities allows you to adhere to regulatory dialing requirements, making it easier for you to comply. This functionality makes it possible to provide critical information to the right people at the right time through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues.
Simpler deployment, unified command and control
Aspect Unified IP provides unified command and control of your staff, routing resources and proactive campaigns across the enterprise. Business users are able to centrally configure, administer and manage one or multiple Aspect solutions on-premises or in a hosted environment for simpler deployment and reduced rework. Real-time and historical reporting provides actionable business intelligence to contact center leadership to drive smarter decisions.