Aspect Via Customer Engagement Platform Software


 

Aspect Via Customer Engagement Platform is a web-based contact center suitable for organizations with 100 or more concurrent and named users. The system is a complete set of customer service capabilities including self-service, omnichannel inbound, outreach, workforce management, quality management, service intelligence, continuous delivery, and reporting analytics.

Users can manage customer preferences and segmentation data through the self-service portal. The solution offers a cross-channel, continuous experience when customers engage, inquire and request service through any channel that suits them. The proactive outreach feature allows companies to provide customers information and recover debt and sales revenues.

Personalized interactions are made possible through the service intelligence feature. Customer data and personal preferences are stored and can be referenced for each interaction. Customer engagement reporting and analytics help users focus on efficiency and service strategies. The system also offers a live assistance feature that is available to users 24/7.

 

Aspect Via Customer Engagement Platform
 
Supported Operating System(s):
Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

8 Reviews of Aspect Via Customer Engagement Platform

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Shannon from Trupanion
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

Rich user interface, easy to configure, a true omni-channel cloud platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Updated user interface, access to the full suite of Aspect's product offerings

Pros

That I have a full suite of omni-channel features in a cloud environment. The Via platform gives us access to voice, sms, and chat interaction routing...plus provides us access to a full workforce optimization suite (workforce management, quality management and performance management). It also contains a feature rich IVR that allows customers to build dynamic self-service applications.

Cons

I don't have any complaints, I am waiting for a few new features to be released. I'm hoping that Aspect provides a feature rich customer survey tool that will work across multiple channels (voice, email, chat, sms).

Source: Capterra
 

Ashok from Hughes Netowrk System

May 2017

May 2017

Unified user interface. Clear presentation. Easy to understand

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Improved customer interface

Pros

Ability to support multiple channels with one product. Clear presentation and excellent user experience.

Cons

It is not the dislike but it is more of better understanding of integration with CRM which is of very important to the current efforts.

Source: Capterra
 

Timothy from Canon ITS
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

Much better than UIP

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Ease of building work flows and brining into production.

Pros

I like the interface and how easy it is to use the tools to build work flows. The ability to expose portions to the business unit will be a big help with speed of changes

Cons

The software interface is very clean and easy to use and I have not found any real cons at this point.

Source: Capterra
 

Shannon from iselect
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

Early adopter

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Ease of use, cloud platform - integration API's. Eagerness of the engineering team to listen and proactively work to resolve issue

Cons

Early adopter - learning as we. Feature and functions not always ready when we need them to be slowing down the program

Source: Capterra
 

Tom from FINRA
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

Very simple and easy to understand

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The ability to run this on the cloud. We don't have a large budget to support scale and downsize as needed. Also number of agents fluctuate seasonally

Cons

sounds easy to setup but had some difficulty mainly because of our own security limitations. Otherwise, once we cleared that everything was fine.

Source: Capterra
 

Trent from Byte
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Very interesting product. Would like to see more.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Being Cloud based with lots of features.

Pros

Chat bots, Digital channels (i.e. mobile integration, SMS, etc.). The reporting also looks really good.

Source: Capterra
 

Eric from CWS

May 2017

May 2017

Haven't had a ton of personal experience. But most of it has been positive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

This product is very easy to use. Even for less tech savvy users, it is very easy to manage. Overall a great product

Cons

I have not encountered anything about this product that I do not like so far. I believe I will find more things as I use the product.

Source: Capterra
 

david from iselect
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

yet to be deployed but very excited about opportunity

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

ease of use and benefits to consumers.
tracking leads to ensure the consumer is put first rather than the company.
cross sell potential is the very exciting element of via

Cons

the roll out has been tough
local knowledge has been an issue due to speed of roll out.
Need to train locals

Source: Capterra