Aspect Via Customer Engagement Platform software


12 reviews(4.5/5)
12 reviews(4.5/5)

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.

Supported Operating System(s):
Web browser (OS agnostic) , Windows 2000 , Windows 8 , Windows 10

12 Reviews of Aspect Via Customer Engagement Platform

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  • Verified Reviewer

    Number of employees: 11-50 employees

    September 2018

    Ok, but not great...

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I'm not crazy about this software. It works, but is lacking in a lot of areas.

    Cons

    Maybe it's the way my employer has it set up, but is is just not user friendly. It seems overly complicated.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Diana from Venmo

    April 2018

    Love Aspect's ease of use

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Easy to navigate and the reporting features are very useful. Used IED in the past and it was a horrible experience.

    Cons

    Haven't found anything yet. I find it very easy to navigate, training and support has been awesome, I just wish we could get it running faster (but that isn't an Aspect issue.)

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Diana, Thank you for taking the time to review Aspect Via and for giving us such high marks! We are thrilled to hear that you love the ease of use, and that the training and support have been awesome. We appreciate your feedback and will forward it on to our internal teams for review. -The Aspect Team

  • larry from Selene

    Specialty: Banking

    Number of employees: 501-1,000 employees

    April 2018

    break the chains of limitations

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

    this application is very easy to use, easy to learn, and easy to teach. we have been using this for several years and since implementation, we have not looked back.

    Cons

    Other than one minor issue, not really related to the product, I don't have any cons to address. I am not sure of the scalability of the product, but I would recommend researching this if you are planning on growing.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    April 2018

    All communication is more fluid with our clients, if they are happy us even more.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Simplify and unify with native cloud customer self-service, contact center interaction management and workforce optimization capabilities.

    Pros

    I know this software well. It is really efficient, very easy to use and that makes it unique. I use it every day with my clients, there has never been any interruption in communication. Everything is more fluid, without a doubt it is a very useful tool.

    Cons

    This is definitely better software than I used. There is nothing that you do not like. It really is very efficient.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Aspect Software, Aspect

    April 2018

    Thank you for taking the time to review Aspect Via and for the 5-star rating! We appreciate your feedback and will forward it on to our internal teams. -The Aspect Team

  • Shannon from Trupanion

    Number of employees: 501-1,000 employees

    September 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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).

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Aspect Software, Aspect

    September 2017

    Thank you for taking the time to review Aspect Via. We are thrilled to get such high marks and are so glad that you are happy with the product. We will forward your feedback to our internal teams. Thanks again! -The Aspect Team

  • Ashok from Hughes Netowrk System

    May 2017

    Unified user interface. Clear presentation. Easy to understand

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra

    Response: Aspect Software, Aspect

    June 2017

    Thank you for taking the time to review Aspect Via Customer Engagement Center. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

  • Timothy from Canon ITS

    Number of employees: 501-1,000 employees

    May 2017

    Much better than UIP

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra

    Response: Aspect Software, Aspect

    June 2017

    Thank you for taking the time to review Aspect Via Customer Engagement Center. We are thrilled that you gave us such high marks and are happy with the interface and ease of use. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

  • Shannon from iselect

    Number of employees: 501-1,000 employees

    May 2017

    Early adopter

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    Review Source: Capterra

    Response: Aspect Software, Aspect

    June 2017

    Thank you for taking the time to review Aspect Via Customer Engagement Center. We appreciate your feedback (especially from an early adopter!) and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

  • Tom from FINRA

    Number of employees: 1,001-5,000 employees

    May 2017

    Very simple and easy to understand

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    Review Source: Capterra
  • Trent from Byte

    Number of employees: 51-200 employees

    May 2017

    Very interesting product. Would like to see more.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Being Cloud based with lots of features.

    Pros

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

    Review Source: Capterra

    Response: Aspect Software, Aspect

    June 2017

    Thank you for taking the time to review Aspect Via Customer Engagement Center. We appreciate your feedback and we have forwarded your comments on to our internal teams to review. -The Aspect Team

  • Eric from CWS

    May 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    Review Source: Capterra
  • david from iselect

    Number of employees: 501-1,000 employees

    May 2017

    yet to be deployed but very excited about opportunity

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    Review Source: Capterra
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