New Omnichannel and Operational Enhancements Added to Aspect Customer Engagement Platform


Aspect Software have announced the release of Aspect Via 17.1, the company’s complete Customer Engagement Platform in the cloud.

Aspect Via 17.1 features enhancements to the award-winning solution across all capability areas.

As customer service and customer experience continue to be definitive brand differentiators, it is essential that businesses are equipped with technology that not only optimises contact centre operations, but efficiently leverages customer interaction data to elevate service levels.

Aspect Via 17.1 is the third release of Aspect’s cloud-based customer engagement platform, supplying a complete set of customer service capabilities, including native interaction management, workforce optimisation, IVR and digital self-service.

Jim Freeze

Jim Freeze

“With the initial launch of Aspect Via, Aspect promised a continuous delivery cadence to ensure that our customers had the very latest omnichannel features to meet the needs of their consumers,” said Jim Freeze, Chief Marketing Officer at Aspect Software.

“The release of Aspect Via 17.1 continues to build on the platform’s reliability and capabilities, improving both the customer and the agent experience.”

Aspect Via is delivered through an open SaaS architecture and deployed in Amazon Web Services (AWS). The all-in-one cloud platform:

– Empowers contact centre advisors through browser-based, personalised interfaces
– Engages customers by allowing them to use the channels they prefer
– Provides robust reporting to help optimise the quality and efficiency of the workforce

In addition, Aspect Via 17.1’s new capabilities and features include:

Enhanced Omnichannel Engagement: Additional German language support has been added to Aspect Via 17.1 and email capabilities have been enriched with auto-response, personal work list and work type queue.

Improved Quality and Omnichannel Insight: Aspect Via 17.1 features quality screen recording and evaluation calibration, simplified workforce forecasting and scheduling, as well as expanded reporting.

Increased Cloud Flexibility and Operations: Aspect Via 17.1 features an enhanced Aspect Via Client Session API, among additional operational enhancements. Additionally, 17.1 is expected to achieve North American PCI Level 1 and Level 2 certifications by year end 2017.

Aspect Via 17.1 is currently available in three packages:

Aspect Via Enterprise – Full omnichannel self-service, omnichannel agent, complete workforce, quality and performance management capabilities.

Aspect Via Essential – an option for organisations that require only inbound/outbound/blended voice capabilities with up to 100% recording and quality evaluations.

Aspect Via WFM – For organisations that want an easy first step toward the cloud, Aspect Via WFM provides all the power of our best-in-class WFM solution with all the benefits of SaaS delivery.

Learn more about Aspect Via 17.1 here: www.aspect.com

Published On: 17th Nov 2017 - Last modified: 21st Nov 2017
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