Workforce Optimisation

Aspect Workforce Optimisation suite is designed to increase agent productivity through real-time coaching to managing schedules via smartphone apps. The result is an improved customer experience with lower operating costs.

 

 

WORKFORCE MANAGEMENT

Forecast, schedule and track adherance to employee

schedules to ensure the right number of people with

the right skills at the right time.

QUALITY MANAGEMENT

Draw on all important sources of quality - including supervisors, QA analysts, customers, speech analytics - when gauging the quality of voice and text-based customer interactions.

 

PERFORMANCE MANAGEMENT

Bring together multiple sources of data for analysis that not only reveals employee and contact centre operational challenges and achievements but helps inform corrective action

BACK OFFICE OPTIMISATION

Optimise the workforce across the entire enterprise - not just the front office - by making the most of critical back office operations that help keep the front office honest

 

 Call Centre

Aspect Call Centre software delivers across every channel and touchpoint whether in the cloud, on-premise or a hybrid setup. Mobile, IVR self-assisted to agent conversations, inbound and outbund voice, SMS, chat, email and social. 

 

UNIFIED IP

A feature-rich customer engagement platform, delivered in a cloud, on-premise or hybrid solution. Simplify omni-channel interactions with superior inbound routing, multi-session contact handling, compliant outreach capabilities and tight integration with leading CRM applications.

ASPECT PROPHECY

Aspect Prophecy delivers industry-leading inbound and outbound IVR capabilities on premise or in the cloud.

WEB RTC

Aspect RTC Platform embraces the WebRTC (Web Real-Time Communications) standard allowing businesses to directly embed audio-only or audio & video conversations and collaboration functionality within their website or mobile customer care apps.

 

 Self-Service

By giving your customers the power to personalise continuous content-aware dialogue across IVR, Messaging, Chatbot, Mobile and Web even when moving from self-service to agent assisted.

 

 

DIGITAL SELF-SERVICE

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 omni-channel experiences that leverage the latest generation of natural language understanding technologies and smartphone capabilities.

 

MODERN IVR SYSTEMS

A Modern IVR experience your callers will love, enriched with caller intent prediction, context continuity, and artificially intelligent adaption to caller behavior for a more “human” IVR experience.

For a full list of our products and capabilities please contact us for a demo and we will be glad to assist.