Contact center software that transforms the way companies communicate
Unified communications (UC) applications for the contact center offer a brand new way to target particular business issues by delivering a specific combination of capabilities making it easier for inbound, outbound and blended centers to control costs, enhance service levels, and align performance with strategic goals.
Whether you're servicing customers, selling products and services, or collecting debt, your success depends on your ability to respond to customers and changing market conditions. Aspect provides software that turns the potential of Microsoft unified communications into real business results across the enterprise and in the contact center.
The unified communications applications for the contact center target operational objectives with specific capabilities including:
- Seamless Customer Service - Coordinate self service with live agent assisted service to improve first call resolution and enhance the overall customer experience.
- Blended Interaction - Creates greater visibility, control and staffing efficiency in your multichannel contact center to enhance customer satisfaction and improve business results.
- Productive Workforce - Powered by PerformanceEdge provides your managers and agents with the insight, tools and processes to optimize resource utilization and adopt a continuous improvement culture.
- Productive Workforce for Aspect Workforce Management - For existing PerformanceEdge workforce management customers, provides additional capabilities to optimize resource utilization and create a continuous improvement culture.
- Streamlined Collections - Automates early stage contact and provides a more effective past due account targeting strategy to reduce delinquencies and write-offs.
- Optimized Collections- Powered by PerformanceEdge enhances calling strategies and applies the right resources at the right times to improve debtor contact productivity.
A software-based UC architecture breaks down communications silos by going beyond telephony to unite all communications components within your enterprise architecture. Aspect UC applications for the contact center are unified on a Microsoft .NET platform to eliminate complex integration and provide common management, reporting and administration features designed to streamline customer service, collections and sales processes.
And, because these UC applications use targeted software capabilities, they can reduce your ongoing maintenance costs by 20%and improve productivity by 10% while empowering your business users to manage and change the system dynamically, freeing up IT for other projects.
