Aspect Via: Omnichannel Engagement

Provide Your Customers with Seamless Cross Channel Experiences

As the path to service takes ever more varied and twisting turns, organisations must expect the unexpected.

Use Omnichannel Engagement to provide a consistent and seamless cross channel experience when customers engage, inquire, and request service whenever, wherever on whatever channel suits them.

Offer Multichannel Choice

Aspect Via® simplifies and flexibly manages multichannel self-service and live agent assisted interactions across all contact channels.

  • Provide engagement choices for customers on their preferred channels
  • Differentiate the total customer experience by delivering consistent service via voice, email, web chat, SMS, social* and mobile*
  • All contact options are together, in one Customer Engagement Centre to deliver remarkable customer experiences across every conversation and every channel

* Social and mobile apps coming soon

Multichannel Choice

Deliver Omnichannel Experiences

Traveler on Mobile

Deliver informed, powerful interactions in and across every engagement, turning routine interactions into strong customer connections.

  • Allow customers to seamlessly move between channels while preserving all background customer activity and data
  • Empower agents with contextual information so they can pick up the conversational thread without asking customers to repeat themselves
  • Offering omnichannel experiences creates cost efficiencies, reduced customer frustration and better issue resolution

Present a Continuous Customer Journey

Most companies have adopted multichannel customer engagements strategies, allowing them to engage customers through both voice and email. However, today’s customers are increasingly using SMS, messaging, and chat and expect to be able to contact companies on these channels.

Aspect Via provides companies with modern, omnichannel self-service capabilities through to live agent assistance to enable a personalised experience across all customer touch points.

  • Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues
  • Present a continuous customer journey by preserving session state across customer touch points
  • If a customer is using a self-service channel and the issue is too complex to be solved in that channel, the customer will be transferred to an agent who will have a history of what has just occurred, eliminating the need to repeat information
Omnichannel Customer Journey