Aspect Via Platform

What is Aspect Via Platform?

With Aspect Via, everything unites, bringing the entire company together around the customer experience as the operations and contact center mentality are incorporated into the larger company.

Aspect Via is a cloud-based contact center and workforce optimization platform that provides a solid foundation for delivering better customer experiences, and the ability to deploy solutions for interaction management, self-service, workforce optimization, and more. By tiering the best applications, companies can meet customer expectations, enhance the agent experience, meet KPIs, and increase CSAT scores.

Aspect Via supports the following contact center solutions:

• Interaction Management, WFO, and self-service capabilities
• Shared report in real time and history
• Custom, role-based UX for agents, team leaders, and administrators
• An advanced set of APIs to support external integrations, including dashboard widgets and CRM systems

Capabilities overview

• Self-service

Enable omnichannel self-service and a consistent, personalized experience across all customer touchpoints. Dynamically adapt and facilitate self-service interactions by managing customer preferences and segmentation data.

• Omnichannel

Deliver a consistent, seamless across-channel experience when customers participate, query, and request services through the channel of their choice.

• Proactive outreach

Provide critical information through the most effective channel, supporting productivity increases, service satisfaction, debt recovery and sales revenues.

• Service intelligence

Deliver personalized interactions across channels, adapting the customer experience using customer and customer data and personal preferences, transforming routine interactions into strong customer connections.

• Process and people optimization

Optimize your operations with full workforce, quality, and performance management capabilities to engage agents, drive quality customer interactions, and improve service.

• Agent empowerment

Empower agents to deliver a better customer experience through modern, intuitive technologies that can positively transform your work environment.

• Reports and analyses

Understand customer journey from self-service to live assistance with full customer engagement reports and analytics to help focus on operational efficiency and service strategies.

System requirements:

SaaS

Mac

Windows