So you’ve met the love of your life. The two of you have been dating for a short while before it’s time to meet the parents. Now, a lot hinges on this interaction, as thumbs up or down from the father could determine the fate of the relationship. This is every interaction in the contact center, so it is mission critical that operations are running like a Swiss watch – from workforce management and optimization to deployed chatbots and self-service options; all must be tip top. This week, the cloud contact center landscape garnered a SaaSy solution set to revolutionize your call center’s operations.
Today, Aspect Software announced the arrival of Aspect Via Workforce Management – the SaaStastic sibling of the award-winning solution. Aspect Via, as the firm’s Customer Engagement Center (CEC), serves as the foundation of the Aspect portfolio and comes with a robust suite of capabilities that promise to provide exceptional customer service in today’s omni-channel environment.
As a result of cloud delivery, companies only need to pay for the seats in use, and in a jiff Via will scale. Also, the cloud model ensures continuous upgrades to make sure you have the most up to date version of the Aspect WFM solution.
Aspect Via comes equipped with a number of workforce management tools that include: complete forecasting and scheduling, unlimited “what if” scenarios, real time alerts as well as the option to utilize Aspect Mila Natural Language Understanding or Aspect Inform personal assistants.
“Aspect Via, our new omni-channel Customer Engagement Center has now become the DNA of Aspect’s cloud product portfolio,” said Mike Regan, SVP R&D at Aspect Software. “By offering components of our CEC, we give enterprises more choices and flexibility in how they architect their customer engagement roadmap.”
Aspect notes availability for Europe, North America and Australia/New Zealand by the end of Q2 2017.
The modern cloud contact center is far more than answering calls and questions. The omni-channel environment tasks management to optimize its workforce operations, ensuring that customers who wish for self-service may do so, and when an agent is needed for resolution the most appropriate one is ready.
What’s in your contact center?