Customer Engagement Center

Rather than loosely integrated discrete products, a Customer Engagement Center is a SaaS offering distinguished by natively integrated customer service capabilities, a common UI and shared capabilities across components, built upon an open architecture and APIs.

Intended for businesses of all sizes and industries, Aspect Via delivers self-service, interaction management and workforce optimization capabilities via Aspect’s global cloud infrastructure.  This comprehensive solution offers the ability to implement selective capabilities that best fit business needs - while establishing a solid foundation for growth and eliminating the EOL headache over time.

The Aspect Via Customer Engagement Center is a complete set of native customer service capabilities, designed to integrate into the larger customer-driven enterprise, based entirely on proven technology from Aspect’s comprehensive portfolio, all in the cloud, utilizing our latest next-generation components*.

Businesses can connect capabilities to enterprise data sources and business processes to productively engage, enable, and empower consumers, resulting in more loyal and profitable customer relationships.

  • Native IM, WFO, and self-service capabilities
  • Common configuration and administration across all capabilities
  • Shared real-time and historical reporting across all capabilities
  • Personalized, role-based UX for agents, team leads, and administrators
  • Designed for the cloud

 

Customer Engagement Center-Aspect Via
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Self-Service

Enable omni-channel self-service and a consistent, personalized experience across all customer touch points.  Dynamically tailor and ease self-service interactions by managing customer preferences and segmentation data. Watch video.

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Complete Cloud

Deploy contemporary self-service, interaction management and workforce optimization capabilities via Aspect’s global cloud infrastructure without bearing the burden of significant upfront capital investments. Watch video.

 
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Omni-channel

Offer a consistent and seamless cross-channel experience when customers engage, inquire and request service via whatever channel suits them. Watch video.

Process and People Optimization

Optimize your operations with complete workforce, quality and performance management capabilities to engage agents, drive quality customer interactions and improve service. Watch video.

 
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Proactive Outreach

Provide critical information through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues. Watch video.

Agent Empowerment

Empower agents to provide a better customer experience through intuitive, modern technologies that can positively transform their work environment. Watch video.

 

Service Intelligence

Deliver personalized interactions in and across every channel by tailoring the customer experience using interaction and customer data and personal preferences - turning routine interactions into strong customer connections. Watch video.

Reporting and Analytics

Understand the customer journey from self-service thru to live assistance with complete customer engagement reporting and analytics to help focus on operational efficiency and service strategies. Watch video.

 

What is a Customer Engagement Center?

A customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media and community forums — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.

Source: Gartner IT Glossary