Aspect Technical Services

With one of the most comprehensive, award-winning portfolios of support services available in the industry today, Aspect Technical Services strives to meet your every support requirement. Our dedicated support teams ensure your solutions are up and running, leaving you free to focus on the strategic applications of your Unified IP contact center, Signature products, as well as PerformanceEdge.

Aspect products fully support your business process needs. As the world's largest company 100 percent focused on providing proven, innovative products and services for contact centers, we know what's important to you.    
 
Aspect support plan customers work with experienced support engineers who know your business and your issues. As your requests come in, we give priority attention to business-affecting issues with automatic escalation procedures. Our global 24x7x365 support methodology is vendor-agnostic with a single point of contact problem resolution.

Aspect has Technical Services Centers located in North America, Europe, the Middle East, Africa and Asia Pacific.

The Aspect Technical Services team is committed to providing a seamless, timely, efficient and professional customer experience. Our offerings include:

• Telephone and Web Support – We understand that your Aspect product is critical to your business so we staff our support centers 24x7x365. In addition to telephone support, we provide web-based Knowledgebase and case management information access. Aspect Technical Services supports you based on your hours of operation – whether your contact center provides around-the-clock service or operates during standard business hours, you can choose the service coverage that best suits you.
• Time-Guided Escalation Procedure – When you first contact us, we connect you with a consultant who can remotely access your system and troubleshoot your problems. If a resolution is not attained during the pre-defined resolution time limit, our time-guided escalation procedures move your case to a product support engineer who specializes in the specific technology or application elements.
• Call Handling and Service Request Tracking – To ensure we provide you with optimal customer service, our technical services center uses our own award-winning contact center products integrated with best-of-breed back-office products. When you contact us, our technical consultants ask specific questions to determine your needs and the severity of your situation and assign a "service request number" to your case. Using automatic data collection processes, our technical consultants can quickly identify a problem and often immediately resolve it on first contact.
• Embedded Software Support – Aspect consultants can access your site configuration to determine revision levels for our authorized software partners. In addition, when necessary, they directly contact 3rd party technology partners' technical support organizations for assistance and reporting and immediately download revision updates, patches and service packs to increase your system performance.
• Mixed Vendor Troubleshooting – Both Aspect Technical Services consultants and our authorized partners receive extensive education on all hardware that is integrated into an Aspect platform. We collaborate with other vendors for fault isolation and root cause analysis to ensure maximum uptime for your system.
• Onsite Services – Aspect Technical Services provides optional onsite service support to augment remote support. Aspect-trained field engineers, stocking locations and part replacement resources are strategically located to meet pre-determined commitments for on-site response.
• Knowledge Base – Aspect offers you access to a robust knowledge base that contains up-to-the-minute notes on solutions that may be relevant to your situation. The knowledge base simplifies your queries through a natural language search algorithm leading to rapid problem resolution.
• Software Release Upgrades, Service Packs and Patches – Each time Aspect refines a product, we offer enhancements to you through release upgrades and service packs. In addition, our service organization often delivers the required software patches for third-party products that are part of your Aspect solution. As an optional part of your service agreement, we remotely install software release updates and patches during standard business hours at no additional charge.