Aspect Via Customer Engagement Packages

Complete Customer Engagement Center Capabilities – Flexibly Delivered in the Cloud to Fit Any Organization’s Contact Center Needs

Aspect Via® customer engagement capabilities are packaged to provide organizations with choice in how and when they deploy features and functionality according to current – and future –needs.

Perhaps only voice-based channels are the immediate need – or, more likely, given today’s digital-first world, omni-channel capabilities are required to keep customers engaged, satisfied and loyal. Either way, the Aspect Via customer engagement software offers a range of cloud contact center, self-service and workforce optimization options that make it easy to map your own customer engagement contact center course, including seamless migrations between packages.

Taking full advantage of the underlying services and architecture of the Aspect Via customer engagement platform, designed from the ground up for the AWS cloud – and the customer-centric enterprise.

Take a more detailed look at the Aspect Via customer engagement center packages, Aspect Via Essential and Aspect Via Enterprise. It’s good to have options.

Aspect Via Essential

Includes:

  • Voice Blend Agent (inbound / outbound voice)
  • Voice Recording and Evaluation (90 days recording and encryption)
  • Predictive and Proactive Outbound Voice
  • Standard IVR (auto-attendant / VM / callback / attention retainers)
  • CRM Voice and Chat Adapter (Salesforce.com and MSFT Dynamics)
  • Reporting Insight & Analysis

Add-on options:

    • Omni-channel
    • Advanced Outreach
    • Screen Recording

Aspect Via Enterprise

Includes all capabilities from the Essential Package plus:

  • Omni-channel Agent (inbound / outbound voice, email, chat, SMS)
  • Omni-channel Quality Recording, Evaluation and Survey (90 days recording and encryption)
  • Proactive Voice, Email, SMS, Advanced Campaign Management and Compliance
  • Standard IVR (auto-attendant / VM / callback / attention retainers)
  • Omni-channel self-service (voice / SMS / web / mobile)
  • CRM Voice and Chat Adapter (Salesforce.com and MSFT Dynamics)
  • Omni-channel Reporting
  • Workforce Forecasting / Scheduling
  • Screen Recording
  • Performance Management, KPIs
  • Basic Education subscription

Add-on options:

  • Advanced Outreach

Aspect Via Essential

Aspect Via Enterprise

Includes:

  • Voice Blend Agent (inbound / outbound voice)
  • Voice Recording and Evaluation (90 days recording and encryption)
  • Predictive and Proactive Outbound Voice
  • Standard IVR (auto-attendant / VM / callback / attention retainers)
  • CRM Voice and Chat Adapter (Salesforce.com and MSFT Dynamics)
  • Reporting Insight & Analysis

Add-on options:

  • Omni-channel
  • Advanced Outreach
  • Screen Recording

Includes all capabilities from the Essential Package plus:

  • Omni-channel Agent (inbound / outbound voice, email, chat, SMS)
  • Omni-channel Quality Recording, Evaluation and Survey (90 days recording and encryption)
  • Proactive Voice, Email, SMS, Advanced Campaign Management and Compliance
  • Standard IVR (auto-attendant / VM / callback / attention retainers)
  • Omni-channel self-service (voice / SMS / web / mobile)
  • CRM Voice and Chat Adapter (Salesforce.com and MSFT Dynamics)
  • Omni-channel Reporting
  • Workforce Forecasting / Scheduling
  • Screen Recording
  • Performance Management, KPIs
  • Basic Education subscription

Add-on options:

  • Advanced Outreach
 

Aspect Via Enterprise: Elevate Each and Every Interaction for Customers and Agents Alike, No Matter the Channel

Aspect Via Enterprise delivers uninterrupted, context-aware omni-channel interactions so that information provided – or actions taken – by consumers inform subsequent interactions.

  • Eliminate the need for customers to repeat themselves and personalize customer connections with the smart use of enterprise data.
  • Ensure proper staffing across channels, whether voice or digital, while keeping a close eye on agent performance.
  • Confidently reach out to broad audiences in the marketplace using advanced campaign management and compliance.
Aspect Via

Aspect Via Enterprise customer engagement software capabilities help build strong and lasting customer relationships across voice, email, chat and SMS, whether agent-assisted or self-service.

Native omni-channel interaction management, workforce management and self-service capabilities, backed by persona-based interfaces and unified administration and reporting, come together to set the standard for customer engagement in the cloud.

Aspect Via Essential: When the Focus is Squarely on Voice-Based Interactions

Aspect Via

Aspect Essential is the customer engagement center package of choice when contact centers need to concentrate their efforts on voice-based interactions, whether agent assisted (blended inbound/outbound) or self-service (basic IVR and auto-attendant).

Voice recording and agent evaluation along with predictive and proactive outbound voice round out a strong portfolio of voice-based capabilities that can be integrated with Salesforce.com to ensure more consistent and personalized customer experiences.

Aspect Via Essential – focused on the voice of the customer.

Aspect Professional Services: Adding Value to Aspect Via Customer Engagement Offerings

Aspect’s Community of Experts stands ready to ensure smooth, efficient, hassle-free deployments of Aspect Essential and Aspect Enterprise.

One-time, fixed set-up fees get things off to a strong start with additional services available to further streamline the customer engagement software deployment into the larger enterprise including systems of record and workflows.

Learn More About Aspect Professional Services.

Professional Services

 

What is a Customer Engagement Center?

A customer engagement center 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 customer engagement center 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