Aspect Software has launched its cloud-based customer engagement center (CEC) platform, Aspect Via, in Europe. Available to all verticals in Europe, Aspect Via's launch marks the company's aggressive global expansion plans.
Aspect Via is a complete refactoring of Aspect's full range of next-generation customer engagement technologies featuring native omnichannel interaction management, workforce optimization, and self-service capabilities.
"In our digital world, even the more sophisticated contact centers are still grounded in an outdated architecture. This rigid and dated technology has limited the ability of many businesses to respond effectively to customer queries in an acceptable manner and timeframe. By redesigning the customer service department to take advantage of a variety of SaaS applications built on cloud platforms, CECs can provide flexible service across multiple engagement channels, all while retaining the initial context of the customer," said Stephen Ball, senior vice president of urope and Africa at Aspect Software, in a statement. "With today's customers demanding more responsive, flexible, and personal experiences when interacting with businesses, companies need to plan how best they can support these requests with a more contemporary infrastructure."
Aspect Via features shared real-time and historical reporting/analytics and a common browser-based user interface across all capabilities, covering self-service, customer engagement, service intelligence, proactive outreach, agent empowerment, and people and process optimization. All this is provisioned through an open, cloud architecture for seamless integration with other enterprise data sources and business systems.
"The premise behind Aspect Via is to challenge ineffectual and outdated enterprise use of lightly integrated point solutions. With native capabilities across every requirement of the forward-looking and customer-focused brand, companies are better equipped to meet the expectations of today's mobile, connected, and highly demanding consumers," said James Freeze, senior vice president and chief marketing officer at Aspect Software, in a statement.