Aspect Software, a provider of fully integrated consumer engagement, workforce optimization, and self-service solutions, today previews Aspect Via, a cloud customer engagement center (CEC). Aspect Via delivers a complete set of native customer service capabilities, including contemporary self-service, interaction management and workforce optimization.
Aspect Via boasts native, shared components and a common user interface, The platform is custom-built to operate in the Amazon Web Services (AWS) cloud.
"The era of managing customer contact through lightly integrated point solutions is over. Today consumers are far too connected, intelligent, and demanding to be satisfied by cobbled-together customer service operations," said Jim Freeze, senior vice president and chief marketing officer at Aspect Software, in a statement. "And businesses are frustrated that the promised potential of consumer engagement centers have yet to be fulfilled. As a true CEC, Aspect Via brings the entire consumer experience into full and actionable view with omnichannel customer journey reporting and analytics. Aspect Via enables intuitive, digital-first consumer interactions that are further elevated by tools that make agents more effective, efficient, and happy, ushering in a new era of consumer engagement."
Aspect Via offers the following:
- Native interaction management, workforce optimization, IVR and self-service capabilities;
- Common UI for configuration and administration across all capabilities;
- Shared real-time and historical reporting across all capabilities; and
- Role-based UI provides an easy to use, streamlined UX for agents, team leads, and administrators.
Aspect Via also combines interactive voice response (IVR) and interactive text response (ITR) powered by natural language understanding. When live assistance is required, Aspect Via seamlessly connects customers to the best agent, with the right skills. Interaction context is preserved.
Aspect Via will be available later this year in North America and select global regions.