Do business at the speed of the customer.
Web based contact management solutions from Aspect make it easy to provide your customers with a broad range of ways to contact your agents, including voice, email, web chat, IM, SMS and social channels. Our web contact management solutions allocate agents across multiple interaction types through true multimedia blending. A single agent can carry on a number of different customer simultaneous conversations from the same workstation.
Chat and IM Routing
Give agents and customers the ability to interact through Microsoft Lync or over the web through inbound routing of IMs and Web chat
Enable self-service, data-directed routing, skills-based routing, greetings, attention retainers, salutations, recording and reporting capabilities all within a single Web contact management system
Short Message Service (SMS)Text
Integrate with SMS carrier technology to leverage messages that contain customer-specific information Enhance your overall outbound strategy within advanced list and campaign management
Get flexible dialling options with escalation and retry options, automation and exclusions
Use established business rules to determine the action required for inbound email, including auto-acknowledge and auto-respond using natural language processing
Route email to a multimedia manager for additional actions
Address customer email inquiries with a personalised response
Send replies directly to customers via auto-response, or deliver answers to agents as suggested responses
Expedite the email creation process and proactively target customers
Multi-channel automated self-service and proactive outreach
Take advantage of multi-channel outbound capabilities, including automated self-service (voice, web chat, IM) and proactive outreach (voice, email, SMS)
Match interaction time with the right resources, for differentiated customer service, personalised sales campaigns and precision-targeted collections
Superior Web Customer Care Delivered
With 70% of online consumers expecting businesses to try harder to provide superior online customer service, how can an organisation compete? For businesses looking to provide web customer service capabilities that today’s customers demand, Aspect has partnered with Moxie Software to bring together all the right pieces to deliver remarkable web customer care experiences. Learn more about our powerful web chat software, co-browse, email management and knowledgebase solutions.