Aspect CXP Pro is a cloud-based interactive voice response (IVR) tool suitable for large businesses in industries such as banking, manufacturing, government, healthcare, retail and transportation. Aspect CXP Pro combines the applications in Aspect CXP with the Aspect Prophecy IVR and telephony platform into one package. On-premise, hosted and hybrid deployments are also available.
Aspect CXP Pro provides configurable tools that users can configure to create customer self-service applications including IVR, online chat, text message and more. Testing and reporting tools allow user to monitor the effectiveness of their applications in real time across various interaction channels.
Managers and administrators can manage multiple users and clients from a single interface and make changes to self-service options in real time. The solution can also integrate with various customer relationship management (CRM) systems and tools such as IBM COgnos, SAP BusinessObjects and MicroStrategy.
Customer support is provided through an online portal.
Chuck from Southwest Airlines
Employees number: 10,000+ employees
Connecting our Customers to the Services they need...easily and universally
Aspect CXP Pro is an incredible platform for omni-channel interaction development. It was created on the premise of developing interactions once and delivering them everywhere. What a great approach! We can take all of our interactions and deploy them across a variety of channels (voice, text, web, and video) and even to a large array of languages. Very powerful!
The CXP Developer interface is easy to use. The Eclipse IDE was an easy transition. Coding is drag & drop, which takes a little getting used to. You'll be a pro in no time. It integrates with Java and can connect to DBs and web svcs. It has speech recognition and text-to-speech capabilities, but also supports integration with speech providers like Nuance. It has its own tester and debugger capable of voice, web, and mobile phone simulations. We have it deployed to a clustered environment, spanned across multiple data centers for high availability. Very solid!
Companies everywhere are struggling to establish their interactive presence, quickly and efficiently. Many are approaching this tactically; buying one channel at a time until their pocketbooks runs dry. Not a good idea. How is the best way to handle this? Think strategically. What if you could produce it once, and just deliver it everywhere, even to multiple languages? This is what makes CXP a powerful solution. CXP is all about laying a solid foundation that is flexible enough to deliver almost anywhere.
I prefer the Aspect CXP Developer IDE over the Web Developer. In my opinion, the Web Developer isn't quite as powerful as the Eclipse IDE.
Mike from River energy Consultants
When I called Customer support representative, he said Aspect could meet our needs, he laid out a plan and we met over the plan and implemented.
Stefan from 2-steps-ahead
Employees number: 2-10 employees
Aspect CXP Pro provides all functionalities in terms of IVR and omni channel following the standards for VXML and HTML 5. It is highly scalable in enterprise cluster environment, on premise and hosted. The development environment is fully integrated into Eclipse and supports the user in easily building omni channel applications. Besides this, it also provides a web based development user interface in case no fat client installation is wanted or possible.
CXP Pro offers full reporting and monitoring capabilities on system and application level. Splunk is integrated and indexes all log files written bei CXP Pro. On application level CXP writes statistics and other session data in a fully BI data model compliant database scheme. This data can be used to run BI reports (coming with CXP Pro). Several BI tools on the market are supported.
One of the best features in CXP is, in my opinion, the comprehensive ways to integrate with any kind of backend system. Within the application dialog it offers easy to use objects to connect to a database/webservice/REST API or any other backend system to retrieve caller data or write transactions back into the customers backend system.
The newest very interesting feature which was added to CXP is the NLU component which allows the user to build interactive text response applications interpreting written text input in a semantic way using NLU conditions.
Over the years the product got improved further and further and topics or issues I could have mentioned as a possible contra in the past have been fixed or changed step by step.
Cobus from Ocular Technologies
Employees number: 11-50 employees
This is one solution for a complete omni-channel, multi channel customer experience platform.
Develop an application once, and deploy many times to different platforms. One application can be developed with Voice, ITR/Text and mobile web capabilities. Platforms we deployed to include SMS, Messenger, WeChat, Telegram, Twitter, Amazon Echo etc. The Aspect Natural Language Understanding component is included in the base install.
A Continuity server is included, which manages the continuity and enforces omni-channel. Users can stop their customer journey on any channel and continue on the next; with context of the previous interaction shown.
Code backups, code sharing, versioning and deployments are easy and seamless.
Integration to web services, databases and the like is straight forward.
Application logging is easy and debugging is included.
Reporting; no extra coding or calls are required for augmented reporting.
This is a rapid development environment with quick application creation.
JQuery themes can be plugged in seamlessly, so disposable application (analogous to Googles instant applications) can share the company's identity.
Documentation can be created on the fly from existing applications and saved as PDF document.
Aspect Natural Language Understanding purchases LinguaSys, for a powerful NLU environment.
The learning curve can be steep and the development principles need to be grasped. For this Aspect has an Active Learning environment with certifications.
Some features are not fully described and needs to be discovered; which might be the case with many development environments.
The "language" in which development takes place is propriety; not something like VoiceXML. However, it is necessitated by the feature and channel rich environment.
Randall from Southwest Airlines
Employees number: 10,000+ employees
Centralized IVR functionality, but with regional hardware deployment.
The Eclipse interface is pretty easy to use for development. Deployment in the new version is much more flexible than before.
With the distributed database, it can be very slow to import projects and deploy. I also wish the new version had an easy quick editor like the previous version we used.
Michael from Union Bank of the Philippines
Employees number: 1,001-5,000 employees
Transformed our operations leap frogging from current to a more advanced state.
Very User friendly and easily customizable graphics, content and layout. Allows some creativity and purpose of use.
Perhaps it needs to include some features already available with competition / market. It is priced above market.
Mauricio from Language Services Associates
Employees number: 51-200 employees
Flexibility, scalability and elasticity come to mind first.
The flexibility to create innovative customer engagement applications by integrating all our telephony needs in a single platform. We also appreciate the Aspect team behind the scenes helping us be successful at every step of the way.
Some outages lately have affected customer experience. The Aspect team was always responsive and able to provide all necessary information to be able to deal with the outages.