Contact Center Solutions Featured Article

Aspect Software Unveils Via 18.1

October 05, 2018

Customer preference is shaping the contact center solutions space. Solution providers are developing self-service, omni-channel contact center suites to support the needs of the modern contact centers to serve even the most discriminating and difficult customers.

Aspect Software announced the arrival of Aspect Via 18.1. The customer engagement platform received a number of enhancements in the newest version including improved self-service capabilities, more APIs, GDPR compliance, enhanced integration and more.

The newest version of Aspect’s Via saw enhancements in three key areas. Version 18.1 improves employee engagement with better scoring, workflow and evaluating functions. It also provides for GDPR with over 500 compliance updates that include data protection audit support, documentation and information mapping. Aspect Via 18.1 provides tools to build, test and deploy NLU (natural language understanding) chatbots leveraging CX scripting logic.

“With every release, we further enhance Aspect Via by not only offering features that cater to perfecting the omni-channel experience, but also by continually improving the operational ease for managing automated and agent assisted interactions, optimizing the workforce, measuring the service experience and streamlining our own customers’ user experience,” said Mike Bourke, SVP, Product Management, Aspect Software. “Aspect has developers, solution architects and product development specialists around the world, hyper-focused on building the most intelligent, extensible, and easy-to-use customer engagement platform on the market. We believe we’ve accomplished that goal and more.”

The bots are coming, and will be key for the future in the delivery of customer service. Aspect has long been on the fore of developing contact center solutions, and Aspect Via 18.1 follow firmly in the firm’s footprints.

What’s in your contact center?  

Edited by Maurice Nagle