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Aspect

Aspect Verified Reviews & Ratings

Pheonix, Arizona
With their roots all the way back to 1972, Aspect Software knows what it takes to build and support...
1972
Year Founded
100%
Recommend It
10
User Reviews
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Easy to navigate and the reporting…

Easy to navigate and the reporting features are very useful. Used IED in the past and it was a horrible experience. Haven’t found anything yet. I find it very easy to navigate, training and support has been awesome, I just wish we could get it running faster (but that isn’t an Aspect issue.) -via Capterra

Easy to navigate and the reporting features are very useful. Used IED in the past and it was a horrible experience.

Haven’t found anything yet. I find it very easy to navigate, training and support has been awesome, I just wish we could get it running faster (but that isn’t an Aspect issue.)

-via Capterra

Would Recommend: Yes

this application is very easy to use,…

this application is very easy to use, easy to learn, and easy to teach. we have been using this for several years and since implementation, we have not looked back. Other than one minor issue, not really related to the product, I don’t have any cons to address. I am not sure of the scalability of the product, but I would recommend researching this if you are planning on growing. -via Capterra

this application is very easy to use, easy to learn, and easy to teach.

we have been using this for several years and since implementation, we have not looked back.

Other than one minor issue, not really related to the product, I don’t have any cons to address.

I am not sure of the scalability of the product, but I would recommend researching this if you are planning on growing.

-via Capterra

Would Recommend: Yes

That I have a full suite of…

That I have a full suite of omni-channel features in a cloud environment. The Via platform gives us access to voice, sms, and chat interaction routing…plus provides us access to a full workforce optimization suite (workforce management, quality management and performance management). It also contains a feature rich IVR that allows customers to build dynamic self-service applications. I don’t have any complaints, I am waiting for a few new features to be released. I’m hoping that Aspect provides a feature rich customer survey tool that will work across multiple channels (voice, email, chat, sms). Updated user interface, access to the full suite of Aspect’s product offerings -via Capterra

That I have a full suite of omni-channel features in a cloud environment.

The Via platform gives us access to voice, sms, and chat interaction routing…plus provides us access to a full workforce optimization suite (workforce management, quality management and performance management).

It also contains a feature rich IVR that allows customers to build dynamic self-service applications.

I don’t have any complaints, I am waiting for a few new features to be released.

I’m hoping that Aspect provides a feature rich customer survey tool that will work across multiple channels (voice, email, chat, sms).

Updated user interface, access to the full suite of Aspect’s product offerings

-via Capterra

Would Recommend: Yes

Ability to support multiple channels…

Ability to support multiple channels with one product. Clear presentation and excellent user experience. It is not the dislike but it is more of better understanding of integration with CRM which is of very important to the current efforts. Improved customer interface -via Capterra

Ability to support multiple channels with one product.

Clear presentation and excellent user experience.

It is not the dislike but it is more of better understanding of integration with CRM which is of very important to the current efforts.

Improved customer interface

-via Capterra

Would Recommend: Yes

I like the interface and how easy it is…

I like the interface and how easy it is to use the tools to build work flows. The ability to expose portions to the business unit will be a big help with speed of changes The software interface is very clean and easy to use and I have not found any real cons at this point. Ease of building work flows and brining into production. -via Capterra

I like the interface and how easy it is to use the tools to build work flows.

The ability to expose portions to the business unit will be a big help with speed of changes

The software interface is very clean and easy to use and I have not found any real cons at this point.

Ease of building work flows and brining into production.

-via Capterra

Would Recommend: Yes
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Provider Overview

With their roots all the way back to 1972, Aspect Software knows what it takes to build and support the best call center possible. Aspect has been around long enough to watch customer service and support grow from an afterthought, into the crucial business pillar it is today.

With the ability to provide a hosted,  cloud, on-premise, or a hybrid solution, Aspect Software can outfit even the most complex enterprise contact center. Aspect has worked to build a completely integrated system for both agents and clients to provide an omnichannel experience across voice, email, SMS, IM, social media and even video support.

 

Aspect Pricing and Services 

 

Cloud Solutions:

  • Aspect Via – a complete customer engagement platform
  • Aspect Via Workforce Management

Inbound Call Center Solution

  • Automatic call distributor (ACD)
  • Multi- channel support (voice, email, web chat, IM, SMS, social media)
  • Online chat on web and in mobile apps
  • Experience continuity
  • CRM integration

Customer Self-Service

  • Modern IVR
  • Context Continuity
  • Call intent prediction
  • Mobile IVR – visual IVR and Text2IVR
  • In queue self-service and call back
  • Speech recognition
  • Natural language understanding (NLU)
  • Chatbots
  • Transfer to live assistance

Customer Outreach

  • Proactive outbound campaigns
  • Predictive dialer
  • Auto dialer

Workforce Management

  • Forecasting and scheduling
  • Quality monitoring
  • Performance management
  • E-Learning
  • Recording
  • Surveys
  • Coaching
  • Speech analytics
  • Desktop analytics
  • Agent self-service scheduling
  • Back office optimization

 

Editor’s Bottom Line of Aspect

 

With a strong focus on the enterprise market, Aspect Software provides some of the most powerful solutions for seamless omni-channel contact center with flexible deployment options:cloud, on-premise, hosted or hybrid.

With Aspect, businesses provide access to the channels customers now expect, including web chat, IM, SMS, voice, but also in-app and web based voice or video support.

Going one step further, Aspect offers outbound solutions to equip a contact center with the necessary tools to handle massive outreach campaigns. Through the combination of a predictive dialer, proactive campaign management and an in-depth customer experience platform, contact centers can manage and boost their agent productivity and efficiency, to improve their bottom line.

To complete the entire solution and round off the platform, Aspect provides powerful workforce optimization features, including forecasting and scheduling (for up to thousands of agents), quality monitoring,  performance management tools, call recording, after call surveys, and agent coaching, as well as speech and desktop analytics.

At the end of the day, if your business is searching for an all-in-one provider that can offer an integrated omni-channel contact center, Aspect Software should be high on the list of consideration for any enterprise.

Screenshots
  • Object Browser
    Object Browser
  • Analytics
    Analytics
  • Dashboard
    Dashboard
  • Schedule
    Schedule

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