Aspect solutions power many of the world's leading enterprise-tier contact centres, including:

Designed at scale to improve customer satisfaction and reduce costs, whether managers & agents work from home or on-site.

Need to quickly transition from on-site to remote customer service agents and then back again? Need to virtually manage your contact centre infrastructure and rapidly ramp up and down agent counts and capabilities? Aspect's contact management and workforce optimisation solution suite is built with the flexibility and resiliency needed for your business to thrive under pressure.

Keep critical lines of communication open with your customers at all times with remote customer service, on every channel, even in the most challenging circumstances.

Channel Choice

Allow customers to contact you via the channel they prefer, whether it's voice, chat, SMS, messaging apps or email.

Omnichannel Experiences

Reduce customer effort and provide consistent, seamless cross-channel experiences across both live and automated interactions.

Agent Work-From-Home Capabilities

Maintain critical contact centre activities in the event of an outage or disaster by allowing your agents to quickly transition to remote customer support, with no additional licensing fees or costs.

Business Continuity / Disaster Recovery

Aspect deploys cloud services and databases into multiple availability zones to help maintain critical operations, prevent the loss of data and recover quickly during a failure or outage.

True Omnichannel Workforce Planning

Use patented omnichannel simulation models to provide the most accurate forecasting and flexible scheduling across all channels – inbound/outbound voice, email, web chat, SMS, IM and social media.

Unlimited "What-If" Scenarios

See the impact of variations in staff availability and contact volumes. Test multiple demand and staffing models and plan for unexpected events before making your trial schedule official.

Personalised Engagements

Integrate your CRM and customer interaction data to manage and deliver highly personalised customer service experiences.

Flexible Deployment Options and Environments

Add new capabilities to your existing contact centre solution or replace legacy technology at your own pace. Deploy on-premises, on a public or private cloud or in a hybrid environment.

Quickly deploy a full-scale, comprehensive work-from-home environment that keeps customer satisfaction high and remote customer service agent productivity at peak levels.

 

We were able to rapidly scale up and implement Aspect Via, our cloud contact centre, to enable all our employees across all markets to work safely and securely from home. We can now support our customers in eleven countries and assist them with their queries during this difficult period, remaining in contact with them through our digital channels, and thanks to Aspect Via, also through phone calls and SMS.” (Read the case study)

 

Connor Shaw,
Head of Omni-Channel Centre of Excellence, Hoist Finance

Keep Your Entire Workforce Operating at Peak Efficiency, At-Home or On-Site

Robust Workforce Optimisation (WFO) capabilities are critical to delivering better customer experiences, and ideal for enterprise call centres looking to improve both customer and employee engagement. True omnichannel forecasting and scheduling uses patented simulation models to provide the most accurate forecasting and flexible scheduling across all channels – inbound/outbound voice, email, web chat, SMS, IM and social media.

See why Aspect’s proven call centre workforce management, performance management, and quality management applications are trusted by many of the world's largest call centres.

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Learn More and Get a Demo

To speak with an Aspect expert about our remote agent and virtual call center solutions and request a one-on-one demo, call +61 8 6336 6028, chat now or complete the form below.