Aspect Via ™
The Customer Engagement Centre in the Cloud
Everything you need in one, all cloud Customer Engagement Centre
Customers expect access on their terms across any channel from wherever they are; in their office, at home or on the go. We know that for a customer to promote a brand, they can’t just be satisfied... they expect to be impressed! That means being proactive and anticipating their needs with proactive and personalised service.
Yet, for a company to deliver on their brand promise, they need to stay connected with their customers and know what works, what’s changing and needs to change with the power to respond to those shifts with agility.
Everything you need is on a single, all-in-one cloud platform.
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People
Optimisation
Aspect Via Customer Engagement Centre
•
Empower customers with popular contemporary digital self-service channels such as texting with natural language understanding to deliver automated and convenient conversational interactions, ANYTIME, ANYWHERE!•
Engage customers via their channel of choice and provide timely, accurate answers to customer inquiries with service intelligent options that provide omni channel connects based on skills, customer and real- time data.•
Be proactive and anticipate customer needs with personalised services.•
Reduce regulatory risks resulting from recent and on- going government mandates for proactive outreach with compliance capabilities that help you manage outbound engagement strategies.•
Increase team morale and empower agents through the use of familiar tools, user interfaces and consumer technologies such as mobile devices and Facebook Messenger.•
Equip supervisors and administrators with capabilities for process and people optimisation.•
Solutions to optimise the quality, efficiency and professional development of the workforce across enterprise, from the front lines of customer service to back office operations.•
Make the most of the interaction and customer data you have to better segment and serve target audiences as well as personalise interactions with them, all while streamlining operations.•
Pre-built, real-time and historical reporting, together with actionable analytics, to elevate and drive to new heights business efficiencies and customer satisfaction ratings.•
Leverage Aspect’s secure, reliable and flexible cloud infrastructure to rapidly deploy services with no up- front capital investment, all backed by Aspect’s world- class cloud SLA.Based on your answers, please find following a
description of the key Aspect VIA elements that would
bring value to your Customer
Engagement Centre.
Aspect Via Customer Engagement Centre – Key Facts
The only customer engagement centre with native IM, WFO and Self- Service capabilities
A common UI for configuration and administration across all capabilities
Shared real-time and
historical reporting across all capabilities
Open architecture and API’s for seamless integration with enterprise data sources and business systems
Customisable, role based UI provides an easy-to- use, streamlined UX for agents, team leads, and administrators
Designed for the cloud – and only available in the cloud!
Reimagine the customer experience and
create truly meaningful interactions.
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People Optimisation
Omni-Channel Engagement
Multi-Channel Choice, Omni-Channel Experiences.
Deliver informed, powerful interactions in and across every channel, turning routine interactions into strong customer connections.
Flexible
Provide engagement choices for customers so they can select the most appropriate channel, based on where they are and what they are doing.
Consistent
Differentiate the total customer experience by delivering consistent service via voice, email, web chat, SMS and mobile.
Seamless
Customers can seamlessly move between channels with all background customer activity and data preserved so agents can pick up the conversational thread without asking customers to repeat information or explain intentions.
Centralised
All contact options are together, in one place, on one platform to deliver remarkable customer experiences across every conversation and every channel.
Personalised
Tailor the customer experience using interaction and customer data, personal preferences and segmentation data.
Connected
Better connections means better experiences. Match customers to the best suited or qualified customer resource across your entire agent pool to service their inquiry.
Contextual
Provide a seamless omni-channel Customer Journey by preserving session state across customer touch points – self-service and agent assisted.
Dynamic
Apply one set of business rules across all channels, you can dynamically prioritise incoming contacts in a universal, single queue, and route them appropriately.
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People Optimisation
Proactive Outreach
Contemporary Customer Service Capabilities.
Provide critical information through the most effective channel, supporting increases in productivity, service satisfaction,
recovered debt and sales revenues.
Connect
Power automated multi-channel campaigns and high-touch proactive customer care delivered through voice, email or SMS to stay connected with customers.
Inform
Send important alerts and value added messages to the right people, at the right time, to reach customers when the information is most relevant and helpful.
Anticipate
Deliver extraordinary service to your customers by anticipating their needs and sending proactive and personalised service communications.
Compliant
Deploy smarter, compliant campaign strategies that take full advantage of engagement opportunities to save time and resources while adhering to regulatory requirements.
•
Provide personalised, proactive customer outreach via voice, email and SMS with business rules that define when and how to contact them.•
Support every outbound engagement strategy with dialling and pacing options including: Preview, Precision, Predictive, Automatic, and Blaster.•
Comply with increasingly complex regulatory requirements like TCPA, OFCOM and other governmental regulatory bodies.•
Adjust campaign pacing for improved agent productivity, compliance with abandonment rate laws and effective use of your telephony resources.•
Leverage best-time-to-contact capabilities and track contact histories to help design and inform optimal outbound engagement strategies.•
Deploy smarter campaigns with centralised attempt and number portability tracking and regional compliance controls.#1 Provider
outbound contact centre
* Source: Frost and Sullivan, “Global Contact Centre Systems Market”, Oct 2015
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People Optimisation
Service Intelligence
Connect Customers with Agents, Intelligently.
Use any combination of inbound route and queue types to intelligently support and differentiate your customer service strategies.
•
Match the most appropriate agent to each contact to provide faster, more efficient issue resolution and better service experiences.•
Queue across group, teams or your entire agent population to quickly service customers and efficiently utilise agent resources.•
Conditionally choose to route customers on a contact-by-contact basis according to contact centre, customer preference or other internal/external data.•
Provide wait-time & queue position notification with the ability to offer scheduled callback when wait-times increase.Match. Queue. Choose. Advise.
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People Optimisation
Reporting and Analytics
Advanced, reporting and analytics to help focus on operational efficiency and service strategies.
Insightful
Built-in reporting capabilities to measure progress toward first-call resolution, interaction-handling time and more.
Actionable
Dashboards and report templates provide up-to-the- minute and historical data -- with easy drill-down to the most granular data to fine tune contact centre processes.
Useful
Comprehend drivers behind customer behaviour and attitude such as churn, purchase and satisfaction.
Impactful
Understand the customer journey from self-service through to live assistance with complete customer engagement reporting and analytics.
Real-Time Dash-boarding and Authoring
Easy Authoring
for Historical
Reports
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People Optimisation
Self Service – Modern, Omni-Channel Self-service Enable omni-channel self-service and a consistent, personalised experience across all customer touch points.
Personalised
Dynamically personalise and ease self-service interactions by managing customer preferences and segmentation data.
Intelligent
Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues.
Contextual
Provide a seamless omni-channel Customer Journey by preserving session state across customer touch points – self-service and agent assisted.
Simple
Design Once, Deploy Anywhere with rich self-service across voice, SMS, Social, Visual IVR, and Mobile with powerful disposable Mobile Apps.
•
Custom IVR Applications tailored to your business needs, with automatic speech recognition and text-to- speech capabilities.•
Interactive Text Response (ITR) for channels like SMS and social media, capable of two-way self-service dialogues and proactive notifications.•
The power of Natural Language Understanding (NLU) that makes ITR experiences intuitive, flexible and conversational.•
Proactive outbound notifications that deliver important information, and provide two-way capabilities for customers to take action.•
Self-service on innovative new channels like Facebook Messenger, to meet customers on the channels of their choice.Can’t make it You have an appointment with Dr. Green, 189 S Orange Av. 32801 Orlando, 6/12/16 at 3pm.
Send confirm, cancel, or reschedule
7/7/16
None of those work, and I’d also like to switch doctors.
To reschedule your appointment, please send a new date
7/7/16. Please select from the following times:
11:30am, 3:15pm, 5pm
Please hang on, we’re transferring this chat to a representative who can help you further Hi this is Mark. Do you have a particular doctor in mind you would like to see?
Yes, I’d like to see Dr. Smith please
Automated reminder
Natural language understanding
Seamless continuation of dialogue Integration
with backend systems Intelligent routing to contact centre agent
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People Optimisation
Agent Empowerment
Empower agents to provide a better customer experience through intuitive, modern technologies that can positively transform their work environment.
Intuitive
Provide a modern, icon and widget based user interface, which is familiar, easy to use and improves the morale of employees while performing all job tasks.
Focused
Supply information to the desktop to help agents focus on the task at hand, to simplify and personalise customer interactions and ensure successful engagements.
Mobile
Allow easy access to contact centre scheduling via mobile channels gives the modern agent the ability to balance work life and personal life and reduce employee turnover.
Convenient
Deliver automated voluntary overtime and time off request messages via proactive email, text, push notification, IVR or other convenient channels.
•
Give millennial agents and supervisors the self-service and mobility they want.•
Easily review/change schedules and perform other common agent workforce functions from any mobile device.•
Receive email, text, push notification or desktop alert on voluntary overtime, voluntary time off or other contact centre priority.•
Agents respond in the self-service channel of their choice including smartphone app, natural language interactive text response (Aspect Mila), office desktop, IVR or direct messages via social media.Agents satisfied with technologies at work are two-times more likely to recommend their company as a good employer.
* Forrester Research
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People Optimisation
Process and People Optimisation
Complete workforce, quality and performance management capabilities to engage agents, drive quality customer interactions and improve service.
Accurate
Optimise the forecasting, planning and tracking of multi-skill resources within your workforce to ensure the right service individuals are ready when customers need them most.
Informative
Record voice and screen interactions, evaluate recordings, provide coaching through the evaluation feedback process, and analyse the results through standard reporting.
Insightful
Multi-dimensional KPI dashboards and reports that provide comprehension into operational performance as well as holistic insight into the customer experience.
Analytical
Monitor the customer conversation in every channel with powerful analytics capabilities to drive business process change and an improved customer experience.
•
Forecasting, scheduling and real time tracking of all inbound, outbound, blended and back office staffing resources.•
Accurate forecasting and scheduling of voice, multi- session chat, email, SMS and other interactions channels.•
Automatic historical pattern update and calculation of shrinkage enables best possible forecasting models.•
Unlimited “what-if” scenarios to understand the impact of staff, budget or demand variations.•
Real-time alerts when performance is out of tolerance.Accurately and easily forecast staffing
requirements across all customer-facing
inbound, outbound and back office resources.
* Source: Pelorus Associates, “2014 World Contact Centre WFM Systems Market”, Mar 2014
100+W 75+W 26.7%#1 PROVIDER
WORKFORCE MANAGEMENT
Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People
Optimisation
Integrate quality monitoring with recording and survey capabilities, to provide insight on both business issues and contact quality.
•
Full-time voice and screen recording.•
Built-in 256 bit AES encryption for PCI and HIPAA compliance.•
Robust search and playback tools – simple yet powerful.•
Calibrate quality scores to ensure consistency and perceived fairness.•
Optional speech analytics for automated quality evaluations.•
Evaluate quality from the perspective of agent, supervisor, customer and automated analytics.A “single source of
truth” combining data from many sources
into telling metrics and KPIs, so supervisors
and managers can fully assess performance and take appropriate action.
•
Align individual agent goals with enterprise strategic priorities.•
Drill down into aggregated data to view performance management trends over time and gain valuable insights.•
Set thresholds for agent performance to initiate automated alerts and coaching.•
Automate feedback to agents including understandable indicators of their performance.•
Utilise built-in, ready-to-use, best practices KPIs available out-of-the-box.Omni-channel
Engagement Agent
Empowerment
Proactive Outreach Self-Service
Service Intelligence
Reporting and Analytics
Process and People Optimisation
Complete Cloud
Aspect Via delivers leverage contemporary self-service, interaction management and workforce optimisation capabilities via Aspect’s global cloud infrastructure without bearing the burden of significant upfront capital investments.
Reliable
Rely on our carrier-grade, global cloud infrastructure which is architected with completely redundant, geographically dispersed facilities throughout North America, Latin America, Europe and Asia so you can enjoy peace of mind with total redundancy and no single point of failure – backed by our world-class uptime service-level agreement.
Secure
Unique among hosting companies, the Aspect Cloud has achieved compliance with the Payment Card Industry (PCI) Data Security Standard, Service Provider Level 3 and can help you maintain compliance with HIPAA.
Scalable
The Aspect Cloud was architected from the ground up with awareness of the massive growth potential of the cloud, to insure that its capacity and infrastructure requirements to provide our customers the ability to scale.
Proven
Aspect is a proven cloud provider with 15+ years of global cloud experience and 40+ years of delivering contact centre applications, services and ongoing support.
