Leverage automatic call distribution (ACD) capabilities that enable you to engage in superior, cost-effective inbound interactions with your customers
Aspect® Spectrum® ACD enhances customer satisfaction with powerful routing capabilities that enable your callers to reach the right resources the first time. Advanced options deliver personalized service to ensure that your agents and your customers get the most out of each contact. Multichannel contact handling helps you deliver consistent service across communication channels, and multisite routing provides your customers with access to the the resources that best meet their particular needs.
Aspect Spectrum ACD is a complete inbound solution that includes robust queuing, routing, reporting, agent empowerment and modeling capabilities. It supports mission-critical customer contact, enabling organizations to manage and decrease operating costs while finding innovative ways to attract and retain high-value customers.
The Aspect open architecture provides a flexible, integration-friendly platform that readily adapts to dynamic conditions to address future needs. Aspect Spectrum ACD is the latest release in a long line of proven inbound solutions that have consistently provided 99.999 percent availability.
Aspect Spectrum ACD helps you:
- Manage operations from a single configurable, real-time graphical interface that provides second-by-second control
- Leverage 1,800 data elements that intuitively reveal operational effectiveness
- Use business rules to respond to conditions in real time by reallocating contacts to different queues, increasing priority and giving customers the option to leave a message
- Enable customers to respond to menu options and input digits such as account numbers with integrated self-service capabilities
- Guarantee that customer contacts are not stranded due to spikes in contact volume with a non-blocking architecture
- Enable agents to record a personal "call start" greeting to deliver a consistent message while reducing fatigue
- Identify your most valued customers and give them the best service possible by ensuring that they get the fastest access to the most qualified agent
- Inform your customers of their position in queue, estimated wait time, current promotions or new products and services
- Empower off-site, "on demand" agents to seamlessly support your customers
