Key Features

• Deployment Facility: Deploy support applications on-premises, in public or private cloud environments. Start with the essential call center capabilities and adopt new applications when required. 
• Comprehensive Reporting: Gain insights with real-time, advanced reporting and analytics and help agents focus on service strategies and operational efficiency. 
• Contact Center Solutions: Support live and automated interactions via SMS, email and mobile while improving operational efficiency with advanced dialing and routing solutions. 
  • Inbound Voice: Queue across agents, groups and teams to serve customers quickly and efficiently. Route contacts on a contact-by-contact basis per customer preferences and other internal and external data. 
    • Provide queue and wait-time position notification to customers with abilities to offer scheduled callback. 
    • Manage customer demands for choices in engagement channels via flexible integration with CRM applications and multi-session contact handling. 
    • Access Dialed Numbers (DNIS), skills-based routing, calling party, dynamic inbound routing, priority routing and queuing, identification (ANI) and more. 
    • Explore the entire suite of call center applications in a single and ready-to-deploy platform via Aspect Unified IP. 
  • Outbound Voice: Deliver exceptional services to customers by connecting them through personalized and proactive service communications and anticipating needs. 
    • Deploy compliant and smarter campaign strategies to leverage customer engagement opportunities and save resources and time while adhering to regulatory requirements. 
    • Detect fax machines, voicemails, busy signals and no-answers with escalation and reattempt tools. 
    • Manage Do Not Call lists, number portability, time zones and local and state calling rules. 
    • Enhance team productivity, increase contact rates, lower costs and boost satisfaction via auto-dialer solutions. 
  • Omnichannel Agent: Engage in powerful interactions with customers across any communication channel as per demand, current activity and device availability. 
    • Manage up to eight multichannel customer-agent interactions simultaneously within a modern and customizable user interface. 
    • Forecast customer volumes and segregate agents accordingly for each channel to prevent missed calls and long wait queues. 
    • Preserve information about customer background and activity and equip agents with information such as when the customer last contacted them and why to provide a better support experience. 
    • Leverage AI services like Microsoft LUIS and Natural Language Understanding technologies and smartphone capabilities. 

• CX Automated Agent: Increase customer satisfaction and first-contact resolution, lower service costs, streamline business processes and boost the chances of customer retention. 
  • IVR Systems: Satisfy customers with a more “human” IVR experience with caller intent prediction, AI adaption, and context continuity. 
  • CXP: Design, manage, analyze, deploy and implement self-service applications across various communications channels. 
  • Prophecy: Access a 100% standard-based Voice CCXML and XML platform for telephony and IVR applications. 
  • Evolution: Developer Portal: Upload applications such as VoiceXML or CCXML and explore documentation resources and logging information. 

• Workforce Optimization: Deliver high-quality interactions and run an efficient call center with a suite of tools such as workforce forecasting and scheduling, recording and quality management, built-in mobile applications and call center performance management. 
  • Workforce Management: Manage schedules with the mobile app or browser-based applications from anywhere. Accommodate the team’s schedule preferences including, shift length, start/stop time, workday patterns, days per week and lunch breaks. 
  • Performance Management: Guide agents and sales teams with automatic or manual coaching workflows to achieve better team productivity and outcomes.
  • Quality Management: Get access to a flexible, easily customizable and straightforward user interface to evaluate quality performance and monitor audio and screen interactions. 
  • Workforce and Interaction Analytics: Use LVCSR technology to provide faster searches, higher speech recognition accuracy and a full transcript to analyze otherwise difficult to find critical issues. 

• Professional Services: Deliver informed, integrated and empowered interactions through every channel via multiple technology platforms. 
  • Solution Implementation: Ensure the solution is well-aligned and integrated with existing systems for keeping up with ongoing performance and optimal rollout. 
  • Business Intelligence and Optimization: Learn about getting the most from resources and employees and optimize workforce management and performance. 
  • Workforce Automation Innovation: Achieve the goal of delivering peak contact center performance with tools designed to reduce the chances of repetitive tasks.
  • CX Innovation: Get access to solutions and technologies tailored to serve individual business needs, customer expectations, and workflow processes. 

• Cloud Contact Center Solutions: Experience a 99.999% uptime service level agreement (SLA) with high business continuity and availability, scalability to 15,000+ agents and gold-standard omnichannel simulation models. 
  • Disaster Recovery: Ensure all the integral applications maintain vital operations and recover quickly from outages or failure. 
  • Architecture and APIs: Expand business by integrating the existing CRM, CSS, CFM, WFM, ERP, and BPM solutions with third-party business sources and enterprise data sources.
  • Compliance Hub: Reach more customers at the right time through outbound campaign management tools. 

Limitations

•  Some outages have affected customer experience lately.
•  CXP Analyzer offers more in-depth reports.
•  The reports are not customizable in SAP BusinessObjects.
•  Expensive for small businesses. 

Suite Support