Aspect Via - Detailed Review
Customer Service Tools
Aspect Via - Product Overview
Aspect Via Overview
Aspect Via is a comprehensive cloud-based customer engagement center (CEC) developed by Aspect Software, a leading provider of consumer engagement, workforce optimization, and self-service solutions.
Primary Function
Aspect Via is designed to integrate all aspects of customer service into a single, cohesive platform. It aims to provide a seamless and personalized customer experience by managing interactions across various channels, including voice, email, SMS, chat, and more. This platform is intended to simplify and enhance both customer and agent experiences, making it an essential tool for contact centers of all sizes and industries.
Target Audience
Aspect Via is targeted at businesses seeking to improve their customer engagement strategies. It is particularly beneficial for contact centers looking to transition from on-premise solutions to cloud-based infrastructure, offering the flexibility and scalability needed to adapt to changing business needs.
Key Features
Omni-channel Interaction Management
Aspect Via supports state-of-the-art conversations across multiple channels such as mobile, email, SMS, and voice, ensuring that customers can interact with the business through their preferred method.
Workforce Optimization
The platform includes built-in workforce optimization tools, such as quality management, performance tracking, and scheduling. These tools help in enhancing workforce productivity and ensuring that the right agents with the right skills are available to handle customer interactions.
Self-Service Solutions
Aspect Via offers interactive voice response (IVR) and text response powered by Natural Language Understanding (NLU), enabling more conversational and automated exchanges with customers. This makes the transition between self-service and live service seamless.
Role-Based User Experience
The platform provides a role-based UX for agents, administrators, and team leads, allowing for customized dashboards and widgets that display specific information relevant to each user’s role.
Scalability and Flexibility
Aspect Via is cloud-neutral and easy to deploy and scale. It allows businesses to start with basic contact center applications and add new functionalities as their needs evolve. This flexibility includes smooth scalability, high availability, and a flexible cloud subscription service.
Integration and Security
The platform supports APIs for external integrations and is built on a secure foundation, ensuring continuous delivery, global consistency, and exceptional security and identity management. It can integrate with various applications such as Salesforce and Microsoft Dynamics.
Analytics and Reporting
Aspect Via provides omni-channel customer journey reporting and analytics, enabling businesses to gain actionable insights into customer interactions and agent performance. This helps in making data-driven decisions to optimize productivity and customer satisfaction.
Overall, Aspect Via is a comprehensive solution that addresses the needs of both customers and agents, ensuring a personalized, efficient, and secure customer engagement experience.
Aspect Via - User Interface and Experience
User Interface
Overview
Aspect Via features a role-based user interface that is easy to use and streamlined for agents, team leads, and administrators. This interface allows for customization to display specific information to different user roles, enhancing productivity and efficiency. The platform includes custom dashboards and widgets that can be configured to show relevant data at the right times, making it easier for users to access the information they need quickly.Ease of Use
Intuitive Design
The interface is intuitive and user-friendly, which accelerates onboarding and increases employee adoption. Aspect Via eliminates the need for extensive training due to its simplified and clear design. This makes it easier for agents to perform their tasks with fewer clicks and in less time, reducing the learning curve and increasing overall productivity.Overall User Experience
Seamless Interaction
Aspect Via is built to provide a seamless experience across all contact channels, including voice, email, SMS, chat, and social media. The platform preserves interaction context, ensuring that when customers are connected to live agents, the agents have all the necessary information to provide personalized and frictionless customer experiences. This continuity between self-service and live service enhances the overall user experience for both agents and customers.Customization and Integration
Flexible Options
The platform offers complete customization options, allowing businesses to adapt the user interface to their specific needs. It also supports external integrations through APIs, enabling seamless integration with other tools and applications such as Salesforce or Microsoft Dynamics. This flexibility ensures that the user experience can be optimized to fit the unique requirements of each business.Conclusion
In summary, Aspect Via’s user interface is designed to be intuitive, easy to use, and highly customizable, ensuring a positive and efficient user experience for all stakeholders involved. Aspect Via - Key Features and Functionality
Aspect Via Overview
Aspect Via, a cloud-based customer engagement center (CEC) offered by Aspect Software, is packed with several key features and functionalities that leverage AI and other advanced technologies to enhance customer service. Here are the main features and how they work:
Native Customer Service Capabilities
Aspect Via provides a complete set of native customer service capabilities, including interactive voice response (IVR) and interactive text response (ITR) powered by Natural Language Understanding (NLU). This allows for more conversational and automated exchanges with customers, catering to the preferences of digital-first consumers.
Self-Service and Automation
The platform includes self-service solutions on voice, text/messaging, and mobile channels. These solutions, such as chatbots, automate routine customer inquiries and tasks, reducing the average handling time (AHT) and freeing agents from repetitive tasks. This automation also improves the customer experience by providing 24/7 availability and increasing first contact resolution (FCR).
Workforce Optimization (WFO)
Aspect Via integrates workforce optimization capabilities, such as quality management, employee engagement tools, and scheduling. The Aspect Cloud Workforce Mobile application allows agents to access various workforce modules like Schedule Editor, Request Viewer, and Schedule Trades through their mobile devices. This enhances agent productivity and flexibility.
Interaction Management
The platform ensures seamless connections between customers and the best available agents with the right skills. Interaction context is preserved, enabling team members to provide personalized and frictionless customer experiences across voice and digital channels.
Scalability and Flexibility
Aspect Via is built on a cloud infrastructure, allowing for smooth scalability. Businesses can start with basic contact center applications and add new functionalities as their needs evolve. The cloud subscription service offers flexibility in designing an environment that suits the budget and responds quickly to market opportunities.
High Availability and Security
The platform is highly dependable, supported by industry-leading SLAs, ensuring continuous delivery and global consistency. It operates on Amazon Web Services (AWS), providing exceptional security and identity management.
Integration and Customization
Aspect Via can be integrated with various applications such as Salesforce and Microsoft Dynamics. The user interface can be customized for administrators, team leads, and agents, allowing for specific information to be displayed at certain times using custom dashboards and widgets.
AI Integration
AI is integrated through NLU, enabling more conversational automated exchanges. The chatbots and IVR systems learn from customer interactions to improve their responses over time, similar to how AI in customer service enhances engagement and reduces wait times by providing personalized services.
Conclusion
In summary, Aspect Via combines advanced AI-driven customer service tools with comprehensive workforce optimization and interaction management capabilities, all hosted securely in the cloud. This setup ensures businesses can scale efficiently, improve productivity, and deliver high-quality, personalized customer experiences.
Aspect Via - Performance and Accuracy
Performance Metrics and KPIs
Aspect Via, which is part of the Aspect WorkforceOS™ platform, is designed to enhance workforce management and performance in contact centers. The software excels in tracking and analyzing key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Service Level, Average Wait Time (AWT), and Abandon Rate. These metrics provide valuable insights into the productivity and efficiency of the contact center, allowing managers to make informed, data-driven decisions.
Accuracy and Data Integrity
The accuracy of Aspect Via is supported by its ability to integrate with various systems, including CRM, CCaaS, BI, HR, and payroll tools. This integration ensures a unified view of performance metrics, reducing the likelihood of data discrepancies. The software also offers real-time metrics and customizable dashboards, which help in maintaining accurate and clear visibility of productivity across the workforce.
User Experience and Functionality
Users of Aspect Via generally appreciate the user-friendly interface and the flexibility to analyze data for root cause identification and reporting issues. The software is valued for its ability to make things easier for the user and for its strong customer support, although some users have noted a need for expanded support options and more comprehensive training resources.
Areas for Improvement
Despite its strengths, there are some areas where Aspect Via could improve:
- Customer Support and Training: Some users have highlighted the need for stronger onsite support and more extensive training programs to help users gain deeper knowledge of the various tools and communication channels available within the software.
- Flexibility in Adjustments: Users have also mentioned a desire for greater flexibility in making adjustments onsite, which could enhance the overall user experience.
- Transition Challenges: There have been reports of challenges when transitioning from on-premise to hosted solutions, including additional costs and issues with data accuracy in certain modules.
Engagement and Culture
Aspect Via contributes to creating a culture of continuous improvement by providing frequent feedback and timely acknowledgment. The software includes tools like Aspect League™, a workforce gamification tool, which turns improving KPIs into a healthy competition. This approach helps in fostering a positive work culture and encouraging employees to reach higher service standards.
Conclusion
In summary, Aspect Via performs well in terms of tracking and analyzing performance metrics, ensuring data accuracy through integration with various systems, and providing a user-friendly interface. However, there are areas for improvement, particularly in customer support, training, and the flexibility to make onsite adjustments. Addressing these limitations can further enhance the overall performance and user satisfaction of the software.
Aspect Via - Pricing and Plans
Pricing Structure for Aspect Via
The pricing structure for Aspect Via, which is a customer engagement platform within the customer service tools category, is not explicitly outlined in the available sources with clear tiers and specific pricing details. Here are the key points that can be gathered:
Pricing Model
Aspect Via operates on a custom pricing model, where the costs are quotation-based. This means that potential customers need to contact the vendor directly to obtain detailed pricing information.
No Free Trial
There is no free trial option available for Aspect Via.
Features Included
While the exact pricing tiers are not specified, Aspect Via includes a comprehensive set of features such as:
- Contact center management
- Self-service/IVR
- Workforce management
- Integration with Amazon Web Services (AWS) cloud services
- API support for various integrations
Custom Plans
The platform is highly customizable, and the pricing will likely depend on the specific needs and requirements of the organization. This includes factors such as the number of users, the scope of features needed, and any additional customizations or integrations.
Given the lack of detailed pricing information in the available sources, it is recommended to contact Aspect directly to get a precise quote and to discuss the specific features and plans that would best suit your organization’s needs.
Aspect Via - Integration and Compatibility
Aspect Via Overview
Aspect Via, a comprehensive workforce management platform, integrates seamlessly with various tools and platforms, ensuring compatibility and efficiency across different environments.Integration with Cloud Services
Amazon Web Services (AWS)
Aspect Via is compatible with major cloud services, including Amazon Web Services (AWS). For instance, the platform can be integrated with Amazon Connect, allowing for optimal forecasting, scheduling, and tracking of workforce activities. This integration enables the use of AWS tools for quick deployment and supports both hosted and cloud-based (SaaS) solutions.Microsoft Azure
Similarly, Aspect Via supports Microsoft Azure, offering a cloud-neutral Contact Center as a Service (CCaaS) solution. This integration combines the enterprise leadership of Azure with Aspect’s workforce management capabilities, enhancing customer experience and supporting businesses in their cloud migration.Salesforce Integration
Aspect Via also integrates with Salesforce Lightning, providing a unified interface for managing customer interactions and workforce operations. This integration guide outlines how to set up and use the Aspect Via Salesforce Lightning integration, ensuring smooth communication and data exchange between the two platforms.Mobile and Self-Service Integration
The platform includes a mobile app for iOS and Android, enabling agents to access and manage their schedules remotely. This mobile access, along with automated schedule review and approval, enhances agent self-service and flexibility.Data Connectivity and Privacy
Aspect Via integrates siloed data sources, ensuring that all workforce planning activities are well-coordinated and efficient. The platform is SOC2 compliant and adheres to the principles of privacy by design, mitigating data privacy risks and ensuring user privacy and security.Cross-Platform Compatibility
Aspect Via is designed to be flexible and can be deployed in various environments, including hosted, public, or private cloud settings. This flexibility allows businesses of all sizes, from mid-market to enterprise-level, to manage their workforces efficiently across different platforms and devices.Conclusion
In summary, Aspect Via offers extensive integration capabilities with major cloud services, CRM systems like Salesforce, and mobile devices, ensuring that businesses can manage their workforce operations seamlessly and efficiently across various platforms. Aspect Via - Customer Support and Resources
Aspect Via Overview
Aspect Via, the cloud contact center solution from Aspect Software, offers a comprehensive array of customer support options and additional resources to ensure users can maximize the benefits of their customer service tools.
Customer Support Options
- 24/7 Support: Aspect provides around-the-clock technical support, ensuring that users can get help whenever they need it. This support is available through phone or the Aspect Community portal.
- Tiered Case Management: Support tickets are routed to the most appropriate team member based on a tier system, ensuring timely and accurate solutions. Users receive updates on the status of their escalations, maintaining transparent communication throughout the resolution process.
- Self-Service and Collaborative Options: Users can access self-service resources and collaborate with Aspect experts to resolve issues efficiently.
Additional Resources
- Training and Education: Aspect offers virtual and hands-on training courses to help users get the most out of their software. This includes training on workforce engagement management and other related tools.
- Aspect Community: This community allows users to learn from other Aspect users and industry leaders, enhancing their workforce engagement efforts. It serves as a platform for sharing best practices and resolving common issues.
- Consulting Services: Aspect’s team of expert consultants provides guidance to improve business operations, giving users a competitive advantage. These services can be particularly useful for optimizing contact center performance.
Workforce Engagement Management (WEM) Tools
- Performance Tracking: Aspect’s WEM tools provide clear tracking of KPIs for individuals and teams, along with continuous feedback loops from management. This helps in aligning workforce goals and driving team success.
- Quality Management: The tools include customizable, PCI-compliant recording, automated coaching and feedback, and goal-aligned employee evaluation options. These features help in setting high standards for service quality.
- Productivity and Engagement: Aspect’s WEM includes features like KPI-aligned challenges, integrated recognition and rewards systems, and tools to foster a collaborative work culture. This helps in keeping the workforce engaged and productive.
Cloud Contact Center Features
- Omni-Channel Support: Aspect Via supports interactions across multiple channels such as mobile, email, SMS, chat, and voice, ensuring a consistent customer experience.
- Workforce Optimization: Built-in workforce optimization tools help in enhancing workforce productivity. These tools include quality management, performance tracking, and employee engagement features.
- Customization and Integration: The platform offers role-based UX, customizable dashboards, and APIs for external integrations. It also integrates with various applications like Salesforce and Microsoft Dynamics.
- Scalability and Security: Aspect Via is cloud-neutral, easy to deploy and scale, and comes with a 100% uptime service level agreement (SLA). It ensures high security and reliability, supported by industry-leading SLAs.
Conclusion
By leveraging these support options and resources, users of Aspect Via can ensure they are well-equipped to handle their customer service needs efficiently and effectively.
Aspect Via - Pros and Cons
Advantages
Scalability and Flexibility
Aspect Via is highly scalable and flexible, allowing businesses to start with basic contact center applications and easily add more functionalities as their needs evolve. This scalability is supported by its cloud-based deployment, which can be quickly set up and scaled according to business requirements.Workforce Optimization
The platform includes workforce optimization (WFO) tools that help in forecasting volumes, scheduling staff, and tracking performance. This ensures staffing efficiency, compliance with company and industry standards, and improves overall workforce productivity.Customer Engagement
Aspect Via empowers customers through digital self-service channels, allowing for convenient, conversational interactions anytime and anywhere. It also enables proactive and personalized service, reducing regulatory risks and improving customer satisfaction.Agent Empowerment
The platform enhances team morale by providing agents with familiar tools, modern and intuitive interfaces, and mobility options. Supervisors and administrators can optimize the quality, efficiency, and professional development of the workforce using various management tools.Integration and Security
Aspect Via offers a rich set of APIs for external integrations, including dashboard widgets and CRM systems. The platform is highly secure, with flexible SaaS cloud deployment options on AWS, ensuring high availability and reliability.Data-Driven Insights
While not explicitly AI-driven, Aspect Via provides analytics capabilities that help in identifying trends, customer needs, and agent performance metrics. This data helps managers make informed decisions to improve operations.Disadvantages
Initial Setup
Deploying and scaling Aspect Via can be time-consuming, especially for complex setups. This might require additional support to navigate the initial configuration.Customization Challenges
While the platform offers complete customization options, setting up and customizing certain features can be complex and may require additional support. This can be overwhelming for administrators, particularly in the user interface for admin tasks.Cost and Deployment Time
Although the cloud deployment is faster than on-premise options, the overall cost and time required for setting up and migrating data to Aspect Via can still be significant.Conclusion
In summary, Aspect Via offers significant advantages in terms of scalability, workforce optimization, customer engagement, and security, but it may present some challenges in initial setup, customization, and cost. These factors should be carefully considered when evaluating the platform for your customer service needs. Aspect Via - Comparison with Competitors
Unique Features of Aspect WEM
Aspect’s WEM suite is distinguished by its comprehensive and integrated approach to workforce management. Here are some key features:Flexible Deployment and Integration
Aspect offers flexible deployment options, including on-premise, hybrid, and cloud, which seamlessly integrate into existing workflows. This flexibility is a significant advantage, especially for large organizations needing robust functionalities across different deployment types.Advanced Performance Metrics and Coaching
Aspect Performance provides detailed agent metrics and KPIs through unified dashboards and “drill down” capabilities, allowing managers to make informed decisions. Additionally, Aspect Motivate uses game mechanics to engage employees and align their behaviors with company goals, improving retention and customer satisfaction.Comprehensive Back-Office Integration
Aspect provides a holistic view of the business by integrating back-office support, which is crucial for managing both customer-facing and internal teams. This integration is more comprehensive than what many competitors offer.Security and Compliance
Aspect is committed to stringent security standards, including PCI DSS v4.0, SOC2 Type 2, and ISO 27001 compliance, ensuring customer data protection and trust.Potential Alternatives
Genesys Workforce Engagement Management
Genesys WEM combines resource management, quality, and performance across channels and teams into a single platform. It uses AI-powered speech and text analytics for sentiment and empathy analysis, which helps in identifying performance patterns. Genesys offers a unified platform with natively integrated CCaaS and WEM capabilities, simplifying deployment and administration. However, it may not offer the same level of back-office integration as Aspect.Zendesk AI Customer Service
Zendesk’s AI customer service software includes a proactive copilot that coaches employees through customer discussions and AI bots that resolve customer issues. It offers intelligent triage and routing capabilities, contextual intelligence for agents, and AI-powered messaging support. While Zendesk is strong in automating marketing campaigns and managing support requests, it may not match Aspect’s depth in workforce engagement and performance management.Tidio AI
Tidio AI focuses on customizable chatbots and AI tools to reduce response times and improve interactions. It includes features like Lyro, a conversational bot using natural language processing, and tools for creating conversation flows and workflows. However, Tidio AI is more geared towards automating customer interactions rather than the comprehensive workforce engagement and performance management offered by Aspect.Sprinklr AI and Freshdesk Freddy AI
Sprinklr AI and Freshdesk Freddy AI offer advanced AI tools for customer support, including agent assistance, customizable bots, and real-time sentiment analysis. While these platforms are strong in personalizing interactions and automating support tasks, they do not provide the same level of workforce engagement, performance management, and back-office integration that Aspect’s WEM suite offers.Conclusion
Aspect’s WEM suite stands out for its comprehensive integration of workforce management, performance metrics, and employee engagement features. While alternatives like Genesys, Zendesk, Tidio, Sprinklr AI , and Freshdesk Freddy AI offer strong AI-driven customer service capabilities, they may lack the depth and breadth of workforce engagement and back-office integration that Aspect provides. This makes Aspect a strong choice for organizations seeking a holistic workforce management solution. Aspect Via - Frequently Asked Questions
Frequently Asked Questions about Aspect Via
What is Aspect Via?
Aspect Via is a cloud-based contact center solution designed to provide flexible, scalable, and secure connectivity for businesses of all sizes. It combines best-of-breed inbound and outbound communications with workforce optimization tools to enhance customer and staff experiences.What features does Aspect Via offer?
Aspect Via includes a range of features such as support for multiple communication channels (voice, email, SMS, chat), workforce optimization tools, self-service solutions, role-based user experiences for agents, administrators, and team leads, APIs for external integrations, and easy deployment and scaling options. It also offers complete customization and integration with various applications like Salesforce and Microsoft Dynamics.How does Aspect Via improve workforce productivity?
Aspect Via enhances workforce productivity through its built-in workforce optimization tools, which include quality management and performance tracking. These tools help combine inbound and outbound communications efficiently, allowing businesses to manage interactions more effectively and improve agent performance. Additionally, the platform provides tools for employee engagement and schedule management through Aspect WorkforceOS™.Is Aspect Via secure and reliable?
Yes, Aspect Via is built on a secure and reliable cloud infrastructure. It is supported by industry-leading Service Level Agreements (SLAs) and operates on Amazon Web Services (AWS), ensuring continuous delivery, global consistency, and exceptional security and identity management.Can Aspect Via be integrated with existing systems?
Yes, Aspect Via is designed to integrate with your existing systems. The platform offers APIs to support external integrations, allowing you to connect it with various applications and tools you are already using, such as CRM systems like Salesforce or Microsoft Dynamics.How does Aspect Via support self-service and automation?
Aspect Via supports self-service across multiple communication channels, including interactive voice response (IVR) and text response powered by Natural Language Understanding (NLU). This allows for more conversational and automated exchanges, reducing the need for live agent assistance and improving customer experience through 24/7 availability.How scalable is Aspect Via?
Aspect Via is highly scalable, allowing businesses to start with basic contact center applications and add new functionalities as their needs evolve. This flexibility enables smooth scalability without disrupting operations, and the cloud deployment can be set up much faster than traditional on-premise solutions.What kind of user experience does Aspect Via offer?
Aspect Via provides a streamlined and customizable user interface for administrators, team leads, and agents. The platform allows for role-based UX, custom dashboards, and widgets to display specific information to agents at certain times, enhancing their productivity and efficiency.How does Aspect Via handle workforce management and engagement?
Aspect Via uses Aspect WorkforceOS™ to manage workforce schedules, engagement, and performance. This includes tools for schedule management, employee engagement, and measuring key performance indicators (KPIs). It also allows agents to manage their schedules and trade or bid on shifts, making workforce management more efficient.Is Aspect Via available globally?
Aspect Via is available in various global regions, having been launched initially in North America and select global regions. It operates on a global cloud infrastructure, ensuring consistent service and support worldwide.How does Aspect Via support digital-first consumer interactions?
Aspect Via is designed to support digital-first consumer interactions through interactive voice and text responses powered by Natural Language Understanding (NLU). It seamlessly connects customers to the best agent with the right skills, preserving interaction context to provide personalized and frictionless customer experiences across voice and digital channels. Aspect Via - Conclusion and Recommendation
Final Assessment of Aspect Via in the Customer Service Tools AI-driven Product Category
Aspect Via is a comprehensive cloud-based contact center solution that integrates various features to enhance both customer and agent experiences. Here’s a detailed assessment of who would benefit most from using it and an overall recommendation.Key Features and Benefits
- Workforce Optimization and Engagement: Aspect Via includes workforce optimization tools that help in managing agent performance, quality, and interaction management. These tools are enhanced with AI and automation, which assist in forecasting, scheduling, and real-time performance monitoring. This ensures that agents are well-supported and motivated, leading to better customer service.
- Multi-Channel Support: The platform supports a wide range of communication channels including mobile, email, SMS, chat, and voice. This flexibility allows businesses to interact with customers through their preferred channels, improving overall customer satisfaction.
- AI and Automation: Aspect Via leverages AI to automate routine tasks, such as agent scoring, coaching, and feedback. AI also helps in identifying trends and hidden relationships in large datasets, which can be invaluable for improving agent performance and customer interactions.
- Scalability and Flexibility: The cloud-based solution is highly scalable and flexible, allowing businesses to start with basic applications and add more functionalities as their needs evolve. This scalability ensures that the solution can grow with the business without significant disruptions.
- User Experience: The platform offers a role-based user interface that can be customized for administrators, team leads, and agents. This customization ensures that each user has access to the information they need, enhancing their productivity and efficiency.
Who Would Benefit Most
Aspect Via is particularly beneficial for businesses that:- Operate Large or Distributed Contact Centers: Companies with multiple contact centers or those operating in different locations can benefit from the centralized management and real-time insights provided by Aspect Via.
- Need Advanced Workforce Management: Organizations looking to optimize their workforce engagement, improve agent performance, and reduce turnover rates will find the AI-driven workforce optimization tools highly valuable.
- Require Multi-Channel Customer Support: Businesses that need to support a variety of customer interaction channels will appreciate the comprehensive support offered by Aspect Via.
- Seek Scalable and Flexible Solutions: Companies that are growing or have fluctuating customer service needs will benefit from the scalable and flexible nature of the Aspect Via cloud platform.