Supported Operating System(s):
Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10About Aspect Via Cloud Contact Center
Aspect Via Cloud Contact Center is a web-based customer engagement 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 ...
14 Reviews of Aspect Via Cloud Contact Center
Average User Ratings
Overall
4.36 / 5 stars
Ease-of-use
4.5
Value for money
4.0
Customer support
4.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
April 2018
Anonymous
Verified Reviewer
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2018
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.
Response from Aspect Software
Replied 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
April 2019
RONALD from MTN Uganda
Company Size: 501-1,000 employees
Industry: Telecommunications
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2019
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
May 2020
Joe from Schweiger Dermatology
Company Size: 501-1,000 employees
Industry: Medical Practice
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
2.0
Value for money
2.0
Customer support
1.0
Functionality
3.0
May 2020
Aspect Service & Reporting
We did not have a great overall experience with the aspect products
Pros
Aspect was recognized as a top tier Contact Center company
Cons
Poor reporting accuracy and little flexibility
Reasons for Choosing Aspect Via Cloud Contact Center
Price and reputation
Reasons for Switching to Aspect Via Cloud Contact Center
Additional functionality and reputation
Response from Aspect Software
Replied May 2020
Thank you for your candid feedback on Aspect Via. We are sorry to see you're not happy with the reporting functionality, and we will share this with our product team. We'll also send your feedback on to your account team, who will reach out to follow up. Thank you for your input.
September 2017
Shannon from Trupanion
Company Size: 501-1,000 employees
Industry: Insurance
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
5.0
September 2017
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).
Response from Aspect Software
Replied 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
April 2018
Diana from Venmo
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
April 2018
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.)
Response from Aspect Software
Replied 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
