Over the last couple of years, Aspect has become an industry leader in the business communications niche. Recently, the company has released its latest version of its Cloud Contact Centre as a Service solution. Let’s explore some of the key features that make this updated software so exciting.
What Does Aspect Have to Offer?
The Aspect Via platform focuses on its customer-driven functionality for both its Contact Centre and Workforce Optimization suites. This solution empowers customer support agents and supervisors to deliver the best possible customer experiences to your consumers.
How? Namely, because this latest version provides a vast array of real-time insights into the skills, talents and drawbacks each of your agents possess. This allows you to analyse the strengths and weaknesses of your team so that you can pair the best possible agents to your contacts.
What New Tools Does Aspect Have to Offer?
Aspect Via provides tons of tools and features to help supervisors and managers stay on schedule and analyse day-to-day activities, including:
- Time spent adhering to procedures and protocols
- Real-time notifications
- An analysis of historical adherence patterns
You’ll also get:
- A mobile app that integrates workforce management
- More accurate rule precision
- Microsoft LUIS Natural Language Understanding (NLU) support
- Hotspot Analytics that help you to fine tune chatbots/IVR
- Additional APIs for Salesforce, Dynamics and a few other integrations.
- A boost in scalability. Aspect now supports immense contact centres (over 5,000 agents can work simultaneously)
Not only that, but you’ll also enjoy the benefits of multi-channel e-mail search, monitoring and reassignment. This modernised user interface is optimised to provide intuitive navigation, making the platform much easier to use. You can search and find whatever you’re looking for within minutes and create user favourites to help locate the tools you use the most, more quickly. The streamlining of these functions empowers call centre employees to perform more efficiently.
Aspect also now offers an increasingly granular process for compliance auditing. This procedure is based on customer consent and preferences; it also takes into consideration callback and exclusion controls
When it comes to performance management, staff training tools, and the gamification of rewards, you also won’t be disappointed. This feature supports both favourable and unfavourable assessments, highlights areas for improvement and supports automated coaching.
Last but not least, you also get TLS/SRTP Encryption Technology. This secures the voice path between Aspect Cloud and the Call Centre right the way through to the agent’s phone. As such, there’s no longer a need to have a dedicated VPN. There’s also a reduction in complexity and a boost in reliability.
All in All
Aspect has made it its mission to make it as simple as possible for you to improve customer engagement and to enhance the consumer experience.
To date, Aspect’s enterprise software is used by millions of customer support agents and provides them with everything they need to do the job justice. Year on year, organisations use this solution to help teams around the globe support billions of consumers before, during and after purchasing products and/or services.
Aspect Via is an incredibly flexible and highly scalable solution for managing all your customer interactions and optimising your workforce. Best of all, this program works for hosted, private and/or public cloud environments, so the choice is in your hands.
