Get the Capabilities You Need, Deployed the Way You Want
With Aspect Contact Center Omnichannel Agent, deliver informed, powerful interactions in and across every engagement, turning routine interactions into strong customer connections. Provide engagement choices for customers across channels so they can select the most appropriate channel, based on where they are and what they are doing. Additionally, differentiate the total customer experience by delivering consistent service via voice, email, web chat, SMS and mobile with full-service continuity between interactions.
Aspect’s call center solutions can be deployed on-premises, hosted, or as a cloud contact center, offering your organization the flexibility to deploy applications within the environment that best suits your needs. This also allows you to plan to move to the cloud at your own pace, or continue to utilize the deployment that makes the most sense for your business. Aspect's cloud contact center platform, Aspect Via® allows your business to adopt applications modularly, adding capabilities to your call center at your own pace. Aspect® Unified IP® includes all contact center applications in a single, complete, ready-to-deploy contact center platform and solution. Aspect solutions also seamlessly integrate with third party applications, allowing data to flow freely across contact center and workforce optimization functions and the rest of the enterprise.
Self-Service Delivers Powerful Business Benefits
Consumers want to get things done at their convenience—dictating the "when, where and how" of communicating with organizations. They want the power of personalized, continuous, context-aware dialogues across all self-service messaging channels and interactions. Add Inbound Voice and Omnichannel Agent capabilities to keep the conversation going when customers move from self-service to live agent assistance.
Modern IVR Systems
A modern IVR experience enriched with caller intent prediction, context continuity, and artificially intelligent adaption to caller behavior provides a more “human” IVR experience your customers will love.
From AI-powered interactive text response solutions such as Facebook Messenger or SMS chatbots, to mobile solutions fully integrated with the contact center—digital, self-service omnichannel experiences that leverage the latest generation of natural language understanding (NLU) technologies and smartphone capabilities.
What Is Workforce Management Software?
Helping companies function as efficiently as possible, workforce management software simplifies the task of ensuring a contact center has the right people available at the right time, across multiple channels, shifts, and types of expertise, to achieve expected service levels. Taking into account factors such as skill levels, scheduling constraints, regulatory.
Accurate Forecasting and Call Center Scheduling Software
Easy-to-use tools allow agents to manage their time off requests and scheduling preferences, including sequential shift bids and schedule trades, while equipping managers with valuable insight and visibility into omnichannel staffing requirements for the entire contact center.
Customize Your Workforce Management Solution with Aspect Professional Services
Agent satisfaction is key to reducing turnover and keeping your workforce engaged and productive. The Aspect Professional Services team has the years of professional experience and technical expertise necessary to develop and implement specialized applications that extend the capabilities of your Aspect Workforce Management solution.
A Comprehensive View of Quality
Aspect Quality Monitoring software allows customer interactions to be evaluated by all parties, including supervisors, agents and automated analytics systems, enabling you to extract valuable perspectives on quality so you can best coach agents in relevant areas for improvement.
What is Quality Management Software/Quality Monitoring Software?
Quality management software/quality monitoring software is a tool that allows contact center managers to monitor and measure the performance of individual agents using key performance indicators (KPIs) and to track the overall performance of the contact center in achieving its business objectives, which may include achievement of first-call resolution, post-call measures of customer satisfaction, lead generation, or other measures of performance.
Monitoring and managing quality on the individual agent level often starts with recording some percentage of agent calls, which can then be scored against each contact center’s key metrics. This can be used to optimize agent assignment for skills-based routing and to identify knowledge gaps that can be rectified with additional agent training. The use of dashboards can streamline data-driven quality management for contact center supervisors, making it easy to assess hold time, average call handling time, and measures of customer satisfaction, alongside custom reporting on specific business goals.
Get Richer Insights into Operational Efficiency and Customer Sentiment
Until recently, contact centers have been unable to cost-effectively review customer interactions in large enough quantities to ensure better agent quality for all agents, nor could they easily spot operational issues that affected many agents. Most quality monitoring processes currently review only a small percentage of the total interactions that a company handles on a monthly basis. Such a small sample size can’t properly capture and identify the many quality issues faced by hundreds of agents. It would be cost prohibitive to manually review enough customer interactions to get an accurate view of agent performance.
Speech and text analytics uses modern technology to convert unstructured voice and text data into a structured form that can be analyzed using statistical and data manipulation tools. The challenge of converting a speech waveform recording of a customer interaction into usable data has been particularly challenging, but new techniques that examine word phonemes in the context of surrounding words have enabled speech recognition accuracy in the neighborhood of 95%.
This new technology enables contact centers to get a 360-degree view of conversations across channels. Each interaction can be automatically monitored for key phrases that are indicative of important conversational characteristics such as whether a proper greeting was used, agent empathy, politeness, customer dissatisfaction and many others.
Contact Center Workforce Optimization
Call Center Workforce Optimization Delivers Better Productivity, Employee Engagement and Customer Satisfaction
With the Aspect Workforce Optimization software suite, you’ll have all the tools you need to run an efficient contact center, delivering high-quality interactions to your customers. Whether you're in need of a powerful, cost-effective solution for recording and quality management, workforce forecasting and scheduling, call center performance management, or all of the above, Aspect Workforce Optimization (WFO) has you covered.
Aspect Workforce Optimization delivers an efficient on-site or virtual agent workforce experience that enables you to get the most from your contact center technology, whether your call center staff is working on-site, remotely or in a work-from-home setting. Deliver the very best customer experience without sacrificing your bottom line. Choose the solutions you need from a rich portfolio of workforce optimization tools, and start achieving high-quality customer interactions, better customer experiences and more engaged agents, all at a lower operating cost.
Ideal for large contact centers with up to 15,000 agents, Aspect Workforce Optimization solutions are used by millions of agents worldwide every day, enhancing their work lives and improving productivity and efficiency.
Get the Workforce Optimization Capabilities You Need, Deployed the Way You Want
Aspect’s workforce optimization call center software is available on-premises, in a hosted setting, or on the cloud contact center platform of your choice for optimal flexibility, enabling you to choose the deployment that's right for your business. Planning a move to the cloud? Transition at your own pace, on your terms, when the timing is right. Aspect solutions also seamlessly integrate with third-party applications, allowing data to flow freely across contact management and workforce optimization functions, as well as the rest of the enterprise.