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Let your customers and prospects do business with you via the channel they prefer. Aspect Software products offer seamless access across multiple contact channels – including voice, email, Web and fax. Our open architecture provides a future-proof solution that will support new and emerging contact channels, allowing you to leverage your existing infrastructure while embracing new ways to interact with your customers. This flexibility can help your company attract new customers by offering them superior customer service via whatever contact medium they choose. Aspect Internet Contact capabilities enable you to: - Increase customer satisfaction by allowing customers to interact with you via their desired channel
- Manage all interactions from a single, unified system
- Generate consistent agent and system reports across all contact channels
- Maximize agent productivity and retention with multichannel interactions
- Provide a consistent customer experience across channels with a single platform for all contact types
Aspect Internet Contact enables the following types of interactions: - Email – offer your customers the ability to contact your organization via email. Emails are routed to agents based on your business rules, just like voice contacts. If live contact queues increase, email handling can be suspended until those queues subside.
- Web Chat – give your customers the convenience of live support without having to make a phone call. Customers can initiate a chat with a live agent for real-time assistance. Agents can handle as many or as few chats at a time as your business needs and rules dictate. Agents can also participate in a Web chat and collaboration session simultaneously with the customer.
- Web Callback – enhance the service you deliver by providing the convenience of integrated web and telephony via your Web site. Our patented Web Callback functionality enables customers to complete a contact form and request a callback from an agent. Agents can then participate simultaneously in the voice interaction while continuing a Web chat and collaboration session with the customer.
Aspect offers Internet Contact capabilities within our unified product, Aspect® Unified IP™, as well as in our standalone ACD products, Aspect® CallCenter® ACD, Aspect® Spectrum® ACD.
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