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Aspect
by Aspect Software | Founded 1973, Westford, MA
Categories:
- Call Center Software
- Auto Dialer Software
- Automatic Call Distribution Software
- Call Center Scripting Software
- Call Center Software for Small Businesses
- Call Monitoring Software
- Call Recording Software
- Computer Telephony Integration Software
- Customer Service Software
- Email Ticketing Systems
- Help Desk CRM Software
- Help Desk Software
- Help Desk Software For Schools
- Issue Tracking Software
- IVR Systems
- Knowledge Management Software
- Online Help Desk Software
- Predictive Dialer Software
- Remote Desktop Software
- Remote Help Desk Software
- Service Request Software
- Ticketing Software
What is Aspect?
Industry Specialties: Serves all industries
Aspect is a contact management solution that supports global inbound and outbound communications across voice, email, SMS and other methods. It improves operational efficiency, ensures compliance and delivers satisfactory customer experiences. Other offerings include inbound and outbound voice support, omnichannel agent, digital self-service and more.
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Aspect Pricing
Based on our most recent analysis, Aspect pricing and cost details are described here:
- Price
- $$$$$
- Starting From
- Still gathering data
- Pricing Model
- Still gathering data
- Free Trial
- Still gathering data
Aspect Benefits and Insights
Why use Aspect?
Key differentiators & advantages of Aspect
- Omnichannel Engagement: Offer a seamless, consistent and cross-channel experience to customers and reduce efforts while inquiring, engaging or requesting service through any live channel or self-service.
- Proactive Outreach: Drive comprehensive engagement strategies and adhere to complex regulatory requirements such as the GDPR, TCPA (Telephone Consumer Protection Act) and Ofcom (Office of Communications Act in the U.K.).
- Outstanding Disaster Recovery: Ensure that all the vital applications maintain integral functions and recover quickly from any outreach and failure by deploying databases and cloud services into multiple availability zones.
- Better Remote Access: Manage all the critical contact center activities in the event of disaster or outage by allowing agents to transition between working at home, in the office or elsewhere without additional licensing costs and fees.
- Intelligent Routing: Use various combinations of inbound routing and queue types and automatic call distribution (ACD) to differentiate and support strategies related to customer service.
Industry Expertise
Aspect is a call center solution that caters to all small, mid and large businesses offering worldwide customer support.
Aspect Reviews
Average customer reviews & user sentiment summary for Aspect:
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.
- 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.
- 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
At the time of this review, these are the limitations according to user feedback:
- 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
Get in touch with experts through remote mission-critical phone support and proactive application updates. For daily management and monitoring tasks, seek assistance from geographically deployed field engineers.
mail_outlineEmail: contact@aspect.com
phonePhone: 91-80-4340-0554.
schoolTraining: Learn about the product and its capabilities through on-demand supplemental training, individual courses and certification programs to master the basics.
local_offerTickets: Fill out the form to create a ticket.