Aspect Via

Comentarios: It's a great product recommendable to use especially for big brands to help in supporting their customers.

Puntos a favor: Allow easy interaction between customers and support agents. It plays a big role on social media as it captures all social media sites i.e Twitter, Facebook and bring traffic in one place to handle in real time. It's very easy to use and less time training is required. It helps to track agent performance and service levels depending on the metric set You can personalize all settings from graph, percentages and service levels tracking metrics

Contras: It needs a fully registered software to enjoy all features, the trial version is limited

Comentarios: Simplify and unify with native cloud customer self-service, contact center interaction management and workforce optimization capabilities.

Puntos a favor: I know this software well. It is really efficient, very easy to use and that makes it unique. I use it every day with my clients, there has never been any interruption in communication. Everything is more fluid, without a doubt it is a very useful tool.

Contras: This is definitely better software than I used. There is nothing that you do not like. It really is very efficient.

Comentarios: Updated user interface, access to the full suite of Aspect's product offerings

Puntos a favor: That I have a full suite of omni-channel features in a cloud environment. The Via platform gives us access to voice, sms, and chat interaction routing...plus provides us access to a full workforce optimization suite (workforce management, quality management and performance management). It also contains a feature rich IVR that allows customers to build dynamic self-service applications.

Contras: I don't have any complaints, I am waiting for a few new features to be released. I'm hoping that Aspect provides a feature rich customer survey tool that will work across multiple channels (voice, email, chat, sms).

Puntos a favor: Easy to navigate and the reporting features are very useful. Used IED in the past and it was a horrible experience.

Contras: Haven't found anything yet. I find it very easy to navigate, training and support has been awesome, I just wish we could get it running faster (but that isn't an Aspect issue.)

Puntos a favor: The ability to run this on the cloud. We don't have a large budget to support scale and downsize as needed. Also number of agents fluctuate seasonally

Contras: sounds easy to setup but had some difficulty mainly because of our own security limitations. Otherwise, once we cleared that everything was fine.