Aspect

About Aspect

Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.

About Aspect

Aspect Via® is a one-of-a-kind customer engagement platform that covers all the customer service bases while taking full advantage of Amazon Web Service (AWS) cloud services and infrastructure. The Aspect Via platform approach eliminates the headaches and costs of maintaining traditional, loosely coupled contact center point solutions for your call center, self-service/IVR and workforce management needs. With Aspect Via, everything comes together, rallying the entire enterprise around the customer experience as the contact center operations and mindset are mainstreamed into the larger enterprise.

  • ACD
    • Multiple Skill Groups Supported
    • Supervisors Can Log Out Agents Remotely
    • Listen and Monitor Agent Conversations
    • Skill Based Routing
    • Supervisor Can Change Skill Groups
  • Dialer
    • Outbound Dialer
    • Predictive Dialer
    • Answering machine detection
    • Proactive outbound
    • Call Compliance US
    • Call Compliance Canada
    • Call Complinace Other
    • Outbound Multi Channel Engagement
  • IVR
    • Accurate prediction of expected wait time in queue
    • Natural languge speech recognition?
  • Intelligent Virtual Agent (IVA) assistance
    • Speech Recognition
  • Voice of the Customer
    • Survey Tools
    • Customer Journey mapping
  • Workforce Management
    • Workforce Scheduler
    • Intraday management
    • Multi Site Virtual Contact Center
  • Performance Management
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Help identify strengths and weaknesses
    • Track individuals training requirement
    • Link specific areas of skill development
  • Training and Coaching
    • agent coaching
  • Workforce Optimizaton Suite
    • Workforce Optimizaton Suite
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Speech Analytics
    • Analytics based on keywords or phrases
  • BPO
    • Inbound
    • Outbound
    • Blended
  • Number of Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • Front and Back Office Integration

Directory Categories

  • Cloud Contact Center Solutions
  • ACD - Automatic Call Distributor Systems - Call Routing Software
  • Performance Management
  • Interactive Voice Solution – IVR Solutions
  • Call Center Remote Agents
  • Mobile Contact Center
  • Workforce Optimization