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Pheonix, Arizona
With their roots all the way back to 1972, Aspect Software knows what it takes to build and support...
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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. But not only that, Aspect as watched support grow from standard call centers on the old school PSTN, into Cloud based solutions that pack powerful features.

With the ability to provide a Hosted and Cloud only solution, an on-premise system, or a hybrid combination of both, Aspect Software can outfit and even the most complex Enterprise contact center. Aspect has worked to build a completely integrated system for both agents and clients to provide a complete Omnichannel experience through multiple communication channels including Voice, Email, SMS, IM, Social Media and even Video support.

Services Available:

Inbound Call Center Solution

  • Automatic call distributor
  • Multi- channel support (Voice, email, web chat, IM , SMS, social media)
  • Audio and video chat (with the push of a button) with customers on web and even mobile apps
  • Everything is connected with Omni-channel (make sure consumers don’t have to repeat steps or information even as they journey across multiple channels)
  • Toll-free SMS
  • Fraud detection
  • Auto dialer
  • Experience Continuity
  • CRM Integration

Customer Outreach

  • Proactive outbound campaigns
  • Predictive Dialer
  • Auto Dialer
  • Aspect Via Customer Engagement Center: Proactive Outreach
  • Aspect Proactive Engagement Suite
  • Aspect Unified IP  for outbound support
  • Aspect Customer Experience Platform
  • Aspect Prophecy

Workforce Management

  • Quality monitoring
  • Performance management
  • E-Learning
  • Recording
  • Surveys
  • Coaching
  • Speech Analytics
  • Desktop Analytics
  • Aspect MILA
  • Back Office Optimization

Editor’s Bottom Line:

With a strong focus on the Enterprise market, Aspect Software packs some of the most powerful solutions for seamless and integrated Omni-channel contact center. Aspect has went ahead and put what is arguably the most important trend any contact center needs to embrace, right at the forefront of their entire solution. By supplying support for multiple channels with a call center solution, Aspect equips your contact center to be more than just a simple call center, capable of handling only voice interactions.

With a fully capable Omnichannel solution, any support center can build out an entirely connect, digital and integrated support network of multiple channels. With Aspect, businesses gain access to the usual standard channels customers now expect, including Web Chat, IM, SMS, Voice but also some more unique solutions like in-app and web based voice or video support. Beyond these channels, Aspect also provides the necessary tools to build out, and maintain an entire Social Media presence to always stay connected with clients and users.

Going one step further, Aspect also offers Customer Outreach solutions to equip a contact center with the necessary power and auto dialers 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 overall improve their bottom line.

To complete the entire solution and round off the platform, Aspect also provides powerful workforce management solutions. Of course Aspect offers the standard Quality Monitoring and Performance management tools as well as call recording, after call surveys and agent coaching. But intense Speech and even Desktop analytics are what help Aspect’s solution stand out. At the end of the day, if your business is searching for an all-in-one provider that can offer a integrated omni-channel Contact Center, Aspect Software  should be high on the list of consideration for any Enterprise.

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