Overview

Deliver the Omnichannel Customer Service Today's Customers Expect

Customers today expect channel choice. As the availability of new channels and new devices continues to grow, we are also seeing an increase in customers’ willingness—and inclination—to change channels according to their preferences, device availability and current activity. It is imperative that organisations provide a consistent and seamless cross-channel experience when customers engage, inquire and request service, whenever, wherever and via whatever channel suits them.

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CAPABILITIES

Offer Multichannel Choice

Contact Centre Omnichannel Agent simplifies and flexibly manages multichannel 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 across voice, email, web chat, SMS, social and mobile

Deliver Omnichannel Experiences

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
  • Provide better customer service experiences with agent account ownership and same agent service continuity

Present a Continuous Customer Journey

Add Contact Centre CX Automated Agent to Omnichannel Agent for modern, omnichannel self-service capabilities through to live agent assistance to enable personalised experience across all customer touch points.

  • 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

DEPLOYMENT

Get the Capabilities You Need, Deployed the Way You Want

Aspect’s call centre solutions can be deployed on-premises, hosted, or as a cloud contact centre, offering your organisation the flexibility to deploy applications within the environment that best suits your needs. This also allows you to plan to move to the cloud at your own pace, or continue to utilise the deployment that makes the most sense for your business. Aspect's cloud contact centre platform, Aspect Via® allows your business to adopt applications modularly, adding capabilities to your call centre at your own pace. Aspect® Unified IP® includes all contact centre applications in a single, complete, ready-to-deploy contact centre platform and solution. Aspect solutions also seamlessly integrate with third party applications, allowing data to flow freely across contact cente and workforce optimisation functions and the rest of the enterprise.

CONSULTANCY

Aspect Professional Services for Omnichannel Customer Engagement

Implement and Customise Your Omnichannel Solution

Today's consumers expect superior customer care, on their own terms and through the channel of their choice. The Aspect Professional Services consulting team has the years of professional experience and technical expertise necessary to develop and implement specialised applications that apply Aspect Omnichannel capabilities to meet your unique business needs.