Overview

Elevate Contact Centre Performance and Customer Outcomes

Aspect Unified IP is a complete, software-based contact centre platform that brings all contact centre solutions 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 omnichannel customer experience across voice, email, chat, SMS, IM and social channels.

  • A single, powerful contact centre platform gives you unified command and control of your inbound routing strategies and proactive campaigns across the enterprise.
  • Real-time and historical reporting provides actionable business intelligence to contact centre leadership to drive smarter decisions.
  • CRM connectors provide tight integration with industry-leading CRM applications, bringing the information your agents need into a single, unified dashboard view.
  • Flexible deployment options allow you to centrally configure, administer and manage one or multiple Aspect solutions in an on-premises or hosted cloud environment.

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Improve Routing Efficiency

Strategic, system-wide automatic call distribution (ACD) enables you to take greater control of your entire inbound customer interaction, from contact routing, to agent skill selection, to contact recording. Apply one set of business rules across all channels, to dynamically prioritise incoming contacts in a single queue, and route them to the most appropriate agent based on real-time statistics and system conditions. 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.

Achieve Outbound Compliance

Advanced list and campaign optimisation compliance capabilities enable you to adhere to regulatory dialling requirements, making it easier for you to achieve compliance. Proactive outreach leveraging Aspect's market-leading predictive dialler gives you contact capabilities that power automated multichannel campaigns and high-touch proactive customer care delivered through voice, email or SMS.