Product Overview of Aspect Via
Aspect Via is a comprehensive, cloud-based customer engagement center (CEC) designed by Aspect Software to integrate and enhance customer service capabilities for contact centers of all sizes and industries.
What Aspect Via Does
Aspect Via is a unified platform that brings together native interaction management, workforce optimization, Interactive Voice Response (IVR), and self-service capabilities. This integration aims to provide a seamless and holistic customer engagement experience, addressing the needs of both customers and agents. The platform is built on Aspect’s proven technologies and is exclusively hosted on the Amazon Web Services (AWS) cloud, ensuring continuous delivery, global consistency, and exceptional security and identity management.
Key Features and Functionality
Omni-Channel Customer Engagement
Aspect Via supports state-of-the-art conversations across multiple channels, including mobile, email, SMS, chat, and voice. This omni-channel capability allows businesses to interact with customers through their preferred communication methods, ensuring a consistent and personalized experience.
Interaction Management
The platform includes advanced interaction management features, such as interactive voice response (IVR) and text response (ITR) powered by Natural Language Understanding (NLU). This enables more conversational and automated exchanges, seamlessly connecting customers to the best available agents with the right skills while preserving interaction context.
Workforce Optimization
Aspect Via comes with built-in workforce optimization tools, which include scheduling, forecasting, and performance monitoring. These tools help optimize staff schedules to align with forecasted demand, manage absences, and track real-time schedule adherence. The platform also offers “what-if” forecasting scenarios and AI-powered insights to enhance workforce productivity and efficiency.
Self-Service Capabilities
The platform provides robust self-service options, allowing customers to resolve issues independently through automated systems. This is complemented by seamless transitions to live agent assistance when needed, ensuring a frictionless customer experience.
Unified User Interface
Aspect Via features a common user interface (UI) for configuration and administration across all capabilities. This UI is role-based, providing an easy-to-use and streamlined user experience for agents, team leads, and administrators. Custom dashboards and widgets can be tailored to display specific information to agents at certain times, enhancing their productivity and efficiency.
Integration and Security
The platform is designed to integrate with various applications such as Salesforce and Microsoft Dynamics. It also boasts a solid and secure foundation, ensuring privacy-by-design and privacy-by-default principles, particularly in compliance with the General Data Protection Regulation (GDPR).
Performance and Quality Management
Aspect Via offers streamlined quality and performance coaching with features like performance scorecards, tree views, and reports. This provides improved visibility and actionable insights for supervisors and agents, helping to drive team success and enhance the overall customer service experience.
Scalability and Flexibility
The cloud-based architecture of Aspect Via allows businesses to deploy best-of-breed modular applications that can be scaled according to their changing needs. This flexibility ensures improvements in productivity and cost-efficiency while future-proofing enterprise investments.
In summary, Aspect Via is a powerful and integrated customer engagement platform that enhances customer interactions, optimizes workforce performance, and provides a secure, scalable, and flexible solution for contact centers to deliver exceptional customer experiences.