Aspect helps enterprises break down the walls between people, processes, systems and data sources, empowering organisations to unite around the customer journey. Our customer engagement centre offers native interaction management, workforce optimisation and self-service capabilities that drive dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging all the benefits of the cloud and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
I've used this software in several different capacities. It allows for very detailed call queues to be created so that customers can be routed to accurately. It shows the clients call number so you can verify that piece of information without having to bother them with an additional question. It show agents names which is great for providing feedback or getting back to them if necessary. It has excellent reporting capabilities.
What do you dislike?
It rarely glitches or goes down but when it does the whole call center is out of commission and backs everything up.
Recommendations to others considering the product
I've used this product at 2 very large successful companies and used it's most advanced features. It is intuitive , flows well and has excellent capabilities.
What business problems are you solving with the product? What benefits have you realized?
Directing clients to specific queues that are trained to assist with their specific needs.
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