Empower your agents to handle all types of customer interactions.
Aspect® Unified IP® email and Web functionality lets your prospects and customers contact your business via their preferred channel, whether it's email, Web chat or Web collaboration. Deploy any or all of your agent population as fully blended to suit your business needs, optimize your staffing levels, minimize idle time and boost overall agent productivity, ultimately improving customer satisfaction and enhancing sales opportunities.
Email and Web functionality provides your contact center with a feature rich option that will support new and emerging contact channels, allowing you to embrace new ways to interact with your customers. As these channels continue to grow in preference for customers, you will be able to seamlessly provide the following options, while:
- Email Management - Leverage existing Microsoft® Exchange Server and Microsoft® Outlook® applications to allow email management capabilities to be seamlessly deployed in your current environment.
- Web Interaction Management - offer assisted service to customers who visit your Web site.
- Web Chat and Web Collaboration - allow customers and agents to interact and co-navigate on your Web site.
- Web Callback - give online customers the flexibility to define a best number and best time to be contacted.
- 'Talk to a Live Agent Now' - allow customers who are on a chat session to escalate the conversation to a phone call.
Having all of these channels available to customers on a unified platform, allows you to maximize revenue opportunities, better utilize contact center staff with multichannel blending capabilities, manage all multichannel interactions via a single system, and provide consistent service across contact channels.
