Aspect Via Review

It's a great product recommendable to use especially for big brands to help in supporting their customers.

Pros

Allow easy interaction between customers and support agents. It plays a big role on social media as it captures all social media sites i.e Twitter, Facebook and bring traffic in one place to handle in real time.

It's very easy to use and less time training is required.

It helps to track agent performance and service levels depending on the metric set

You can personalize all settings from graph, percentages and service levels tracking metrics

Cons

It needs a fully registered software to enjoy all features, the trial version is limited

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

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.

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

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).

Love Aspect's ease of use

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.)

Very simple and easy to understand

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.

Much better than UIP

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.

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.

Very interesting product. Would like to see more.

Being Cloud based with lots of features.

Pros

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

yet to be deployed but very excited about opportunity

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

Unified user interface. Clear presentation. Easy to understand

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.

Ok, but not great...

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.