Aspect Via: Service Intelligence

Aspect Via: Service Intelligence

Pave the Way for a Successful Customer Journey

Simply connecting customers to the next available agent does not come close to meeting the needs of contact centers as they try to improve first contact resolution, customer satisfaction levels and a host of other productivity metrics.

In order to provide quick, accurate answers to customer inquiries, routing must take into account agents’ skill sets. According to Aspect research1, 80% of respondents expect agents to be experts about their issue of concern.

1 Q4 2015 Aspect Experience Index consumer survey

Connect Questions to Answers

Integration with real-time interaction information and customer data residing throughout the enterprise (often in CRM systems) also has a big part to play in making sure inquiries are routed optimally.

  • Tailor the customer experience using interaction and customer data, personal preferences and segmentation data
  • Match the most appropriate agent to each contact to provide faster, more efficient issue resolution and better service experiences
  • Apply one set of business rules across all channels to dynamically prioritize incoming contacts in a universal, single queue and route them appropriately
Connect questions to answers

Connect Customers with Agents, Intelligently

Connect Customers with Agents

Use any combination of inbound route and queue types to intelligently support and differentiate your customer service strategies.

  • Queue across group, teams or the entire agent population to quickly service customers and efficiently utilize agent resources
  • Conditionally choose to route customers on a contact-by-contact basis according to contact center, customer preference or other internal/external data
  • Provide wait-time & queue position notification with the ability to offer scheduled callback when wait-times increase

Everything Agents Need in One Place

Aspect Via® offers multisession contact handling and robust integration with leading CRM applications, ultimately helping companies effectively manage and deliver differentiated customer service in light of consumer demand for expanded choices in engagement channels.

  • Easily customized, widget-based, pure thin client user interface
  • Full omni-channel support on popular web browsers and on all client devices
  • Performance data from WFO as well as data from enterprise and eternal sources
Aspect Via Dashboard