Next Generation Customer Contact Services

Leveraging our world-class interaction and workforce management products, as well as Web 2.0 and real-time communications and collaboration technologies from Microsoft such as Lync, SharePoint and Microsoft Dynamics CRM, Aspect provides innovative applications for:

Agent/Supervisor
The Agent/Supervisor portal enables your agents and supervisors to eliminate inefficient screen switching between the multiple applications they use for customer engagement. Business processes, team interactions, resource recognition, analytics and call controls are combined in a single intuitive interface. This application increases first contact resolution (FCR), reduces onboarding time and costs, and promotes greater collaboration between agents and managers – regardless of physical locations.

Customer Collaboration
The Customer Collaboration application provides an intelligent, intuitive self-service environment for customers and maintains the context of interactions that move from web self-service to live agent assistance via the customer's channel of choice, such as SMS, IM, voice and email. Use of this application decreases contact volume, increases first contact resolution and lowers contact handle time while delivering exceptional customer service.

Back Office Processing
The Back Office Processing application allows you to effectively manage back office business processes through workflow consolidation, document imaging, intelligent forms and workforce optimisation. This application speeds processes through reduced human latency and increased worker productivity.

Contact Centre Services
Make the most of your contact centre products with Aspect training, support, consulting, implementation and optimization contact centre services.