Customer Engagement Centre

Customer service is the definitive competitive differentiator. Customers, when happy with the dynamics and outcomes of business interactions, become loyal customers. In order to cultivate such happy, loyal customers, the entire organisation must rally around the customer experience with contact centre operations and mindset being mainstreamed into the larger enterprise. The Customer Engagement Centre has substantial advantages over more traditional, loosely integrated contact centre point solutions when it comes to helping enterprises rally around – and promote – the customer experience.

The Aspect Via customer engagement centre is a complete set of native customer service capabilities, designed to integrate into the larger customer-driven enterprise. Based entirely on proven technology from Aspect’s comprehensive portfolio while utilising our latest next-generation components, Aspect Via brings the full convenience, security and reliability of the AWS clouds.

  • Native IM, WFO, and self-service capabilities
  • Common configuration and administration across all capabilities
  • Shared real-time and historical reporting across all capabilities
  • Personalised, role-based UX for agents, team leads, and administrators
  • Continuous delivery of new features thru a reliable SOA cloud architecture

 

Customer Engagement Centre-Aspect Via
Self-service icon, hand and cog

Self-Service

Enable omni-channel self-service and a consistent, personalised experience across all customer touch points.  Dynamically tailor and ease self-service interactions by managing customer preferences and segmentation data. WATCH VIDEO

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Continuous Delivery

Deploy contemporary self-service, interaction management and workforce optimisation capabilities via Aspect’s global cloud infrastructure without bearing the burden of significant upfront capital investments. WATCH VIDEO

 
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Omni-channel

Offer a consistent and seamless cross-channel experience when customers engage, enquire and request service via whatever channel suits them. WATCH VIDEO

Process and People Optimisation

Optimise your operations with complete workforce, quality and performance management capabilities to engage agents, drive quality customer interactions and improve service. WATCH VIDEO

 
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Proactive Outreach

Provide critical information through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues. WATCH VIDEO

Agent Empowerment

Empower agents to provide a better customer experience through intuitive, modern technologies that can positively transform their work environment. WATCH VIDEO

 

Service Intelligence

Deliver personalised interactions in and across every channel by tailoring the customer experience using interaction and customer data and personal preferences - turning routine interactions into strong customer connections. WATCH VIDEO

Reporting and Analytics

Understand the customer journey from self-service through to live assistance with complete customer engagement reporting and analytics to help focus on operational efficiency and service strategies. WATCH VIDEO

 

What is a Customer Engagement Centre?

A customer engagement centre (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media and community forums — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.

Source: Gartner IT Glossary