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.
Supported Operating System(s):
Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10
12 Reviews of Aspect Via Customer Engagement Platform
larry from Selene
Specialty: Banking
Employees number: 501-1,000 employees
April 2018
April 2018
break the chains of limitations
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.
September 2018
September 2018
Ok, but not great...
Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.
Diana from Venmo
April 2018
April 2018
Love Aspect's ease of use
Ease-of-use
Usability
Functionality
Functionality
Product Quality
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.)
Response: Aspect Software, Aspect
Date: April 2018
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
April 2018
April 2018
All communication is more fluid with our clients, if they are happy us even more.
Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.
Response: Aspect Software, Aspect
Date: April 2018
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
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
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).
Response: Aspect Software, Aspect
Date: September 2017
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
May 2017
Unified user interface. Clear presentation. Easy to understand
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.
Response: Aspect Software, Aspect
Date: June 2017
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
Employees number: 501-1,000 employees
May 2017
May 2017
Much better than UIP
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.
Response: Aspect Software, Aspect
Date: June 2017
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
Employees number: 501-1,000 employees
May 2017
May 2017
Early adopter
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
Response: Aspect Software, Aspect
Date: June 2017
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
Employees number: 1,001-5,000 employees
May 2017
May 2017
Very simple and easy to understand
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.
Trent from Byte
Employees number: 51-200 employees
May 2017
May 2017
Very interesting product. Would like to see more.
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.
Response: Aspect Software, Aspect
Date: June 2017
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
May 2017
Haven't had a ton of personal experience. But most of it has been positive
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.
david from iselect
Employees number: 501-1,000 employees
May 2017
May 2017
yet to be deployed but very excited about opportunity
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
