Workforce Management Featured Article
Aspect Announces New and Improved Aspect Via 17.1
The omni-channel era is upon us, as customer service is embracing digital transformation to evolve contact center solutions, and the customer experience overall. From self-service and chat bots, to workforce optimization and more, innovation is steering the future of the contact center.
Recently, contact center solution provider Aspect (News - Alert) unveiled Aspect Via 17.1, enhanced with new operational and omni-channel capabilities. The complete Customer Engagement Platform is cloud powered and prepared to boost contact center performance.
Aspect Via 17.1 is fully equipped with IVR, digital self-service, native interaction management, workforce optimization and more. Utilizing customer interaction data this third iteration of Aspect Via is able to go beyond simply optimizing contact center operations, and do so with efficiency front of mind.
Currently available in three packages: Enterprise, Essential and WFM. Each offering is fit to meet a particular need, and as far as specific enhancements, they are as follows: an enhanced Aspect Via Client Session API, with the expectation of achieving North American PCI (News - Alert) Level 1 and Level 2 certifications by the end of 2017; expanding reporting, more user friendly workforce scheduling and forecasting; quality screen recording and evaluation calibration; new email capabilities; and German language support.
“With the initial launch of Aspect® Via™, Aspect promised a continuous delivery cadence to ensure that our customers had the very latest omni-channel features to meet the needs of their consumers,” said Jim Freeze, Chief Marketing Officer at Aspect Software. “The release of Aspect® Via™ 17.1 continues to build on the platform’s reliability and capabilities, improving both the customer and the agent experience.”
Delivered via open SaaS (News - Alert) architecture and deployed in AWS, this cloud contact center solutions is more than capable of transforming customer service operations. In empowering agent with a future-forward omni-channel customer engagement tool, the contact center is starting ahead of the game.
What’s in your contact center?
Edited by Mandi Nowitz
