Aspect Overview
http://www.aspect.com

Lambda is the sole distributor of for Aspect Software here in Malaysia. Aspect Software provides innovative, proven solutions that address the complex issues contact centers face today. Whether your contact center focuses on customer service, sales and telemarketing or collections, Aspect can help you implement and use technology as part of an overall customer interaction strategy. Aspect products feature open interaction architectures that support new and emerging technologies, such as Voice-over Internet Protocol (VoIP), while facilitating simplified integration. Dedicated to delivering solutions that produce real and measurable value for our customers, all Aspect Software products are backed by 24x7x365 customer support and a variety of customizable training and service offerings to enhance your contact center effectiveness.

Aspect Signature Product Line features industry-leading products with the capabilities and reliability you require when replacing or incrementally adding functionality to your contact center.

Aspect Unified Product Line addresses your need for reduced complexity. The Contact Center Performance Optimization Product Line helps you maximize agent performance, optimize resources, increase customer contacts while enhancing the quality of the customer experience. And Aspect IP Strategy enables you to integrate VoIP into your contact center environment how and when you want to.

Aspect® EnsemblePro™

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Automatic Call Distribution (ACD) – answer calls as they enter the contact center and intelligently route them to available agents based on the dialed number (DNIS), calling party identification (ANI), available agents, customer profile, service levels or user defined business rules.

Interactive Voice Response (IVR) – automate some or all of your customer interactions by utilizing integrated text-to-speech and voice recognition to gather customer information and match it with data from back-office systems to automatically fulfill customer inquiries or requests.

Automatic Outbound Dialing (AOD) – Predictive dialing uses sophisticated algorithms to determine the optimal pacing for outbound calls. Key features include Do Not Call list management, time zone management, external table dialing and dynamic filtering. Timed preview dialing lets an agent preview an outbound call record before the systems automatically places the dial.

Email Management – enable agents to address customer email inquiries with a personalized response. Provide responses that can be sent directly to the customer via auto-response or delivered as “suggested responses” to agents for review prior to sending.

Multichannel Blending – allocate agents to other duties during lulls in incoming traffic through true multimedia blending. You can have some or all of your agents handle a range of customer interactions – including inbound calls, outbound calls, emails and web chats – all from the same workstation. Blending is seamless according to your defined business rules without agents having to log in or out of campaigns or ACD services.

Multichannel Recording and Quality Monitoring – review interactions between agents and customers. Recordings can be automated or initiated on demand by agents or supervisors, allowing them to: Record voice, chat and collaboration sessions.

Aspect® Signature Product Line

Based on 30 years of innovation, the Aspect Software industry-leading Signature products provide the capabilities and reliability required by companies looking to replace or incrementally add functionality to their contact centers. The product line includes:

• Aspect® Spectrum® ACD
• Aspect® CallCenter® ACD
• Aspect® Customer Self Service™
• Aspect® Unison® Predictive Dialer
• Aspect® Conversations™ Predictive Dialer
• Aspect® Enterprise Contact Server™

These products all offer a seamless migration from traditional voice to Voice over Internet Protocol (VoIP) if and when customers desire.

Aspect® eWorkforce Management

Based on industry-acclaimed TCS technology, Aspect eWorkforce Management enables you to accurately plan, efficiently manage and optimize the performance of your multi-skilled, multichannel, multisite and outsourced staffing resources. With a productive, empowered agent population, you can maximize profits and customer satisfaction, reduce staffing costs and turnover, deliver superior customer service and improve your contact center's overall performance to better meet your company's business goals.

Aspect eWorkforce Management includes a complete suite of solutions to meet every workforce management need. The suite’s core component provides essential workforce management forecasting, scheduling and tracking functionality for single-skill, multiskill, and multichannel contact center environments. To gain greater levels of efficiencies, the suite includes a set of fully integrated Enhancement Packages that help fine-tune agent productivity, empower agents and supervisors, optimize overall performance and simplify the management of your multisite and outsourced contact center workforces. 

Download Aspect eWFM Brochure