Inbound Voice
ACD | Intelligent Routing
Outbound Voice
Proactive Outreach | Predictive Dialling | Auto Dialling
Omnichannel Agent
SMS | Messaging | Social
CX Automated Agent
IVR | Digital Self-Service
Financial Services | Healthcare | Retail | Utilities | Telecom | Transportation | Travel/Hospitality | Education | Government
Workforce Management
Volume Forecasting | Scheduling | Tracking
Performance Management
Coaching | Performance Data | Gamification
Quality Management
Quality Monitoring | Recording
Workforce and Interaction Analytics
Speech Analytics | Text Analytics | Trend Discovery
Consultancy | Implementation | Business Intelligence/Optimisation | Workforce Automation Innovations | Customer Experience Innovations
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Overview
Aspect's cloud contact centre and workforce optimisation solutions simplify and enhance the customer and agent experience. The contact centre suite applications support both automated and live inbound and outbound communications across voice, SMS, email, chat, and mobile interactions. The workforce optimisation suite applications support both workforce productivity and employee engagement strategies with best of breed workforce, performance, and quality management solutions. Workforce and Interaction Analytics are available across these capabilities, putting the information you need to make decisions at your fingertips.
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For decades, the market-leading multichannel interaction management capabilities of Aspect® Unified IP®, as well as the Aspect® Workforce Optimisation™ suite of solutions, have helped drive the success of enterprises around the world. Now enjoy the same powerful capabilities of these trusted solutions, in addition to all the benefits of cloud-based software—whether you need a cloud, hosted, or virtual private cloud environment. Deploy modular best-of-breed applications as your business needs evolve, to drive improvements in cost-effectiveness, productivity and profitability.
Aspect Via® is a secure, flexible, cloud-based platform that gives you the agility to evolve and scale your contact centre as your business needs demand. Start with best-of-breed applications that solve your existing business challenges today, and deploy additional contact centre and workforce optimisation capabilities quickly and easily.
Let us help you find the perfect cloud contact centre and workforce optimisation solution.
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Glossary
A cloud contact centre is software as a service (SaaS) that is deployed, stored and specifically architected for the cloud as defining characteristics. It is able to be quickly deployed and is continually updated with new features and capabilities applied by the vendor.
Cloud contact centres are flexible. They are able to quickly adapt to changing business needs, scalable to more easily support bursts in traffic for seasonality and integrate with third party applications through open API frameworks.
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