The next generation of contact centres and what it means for enterprises
It's not uncommon for larger enterprises to handle contact centres with several thousands of agents. As such, their call centre workforce represents an area of their business that could suffer a loss in efficiency, time and money. This is where workforce optimisation comes in to play.
New Software That Ensures Your Contact Centre Runs Efficiently
In October 2019, industry-leading contact centre software provider Aspect announced an update to its cloud contact centre service system, Aspect Via. Via was demonstrated in London and introduced many exciting updates to Aspect’s call centre software.
Here are some of the new functionalities Via has to offer.
New and Improved Features to Enhance the Enterprise Experience
Cloud contact centre allows supervisors and agents to deliver better customer experiences by supporting real-time insights into an agent’s skill set. It compares the skills of specific agents to the competencies required for each contact and determines the best agent for the case.
This way, the expertise of your team is never amiss, and re-referral is easier to avoid. The premise is simple; customer service agents work more efficiently on tasks better suited to their capabilities.
It also helps supervisors stay on schedule and permits them to analyse intra-day activities. That way, they can keep an eye on how much time's spent in and out of adherence. They can also set and measure real-time alarms and track trends in performance.
Large enterprises will also be happy to hear that it now supports large contact centres that comprise over 5,000 simultaneous agents.
The update also features modernised UI as well as handy training and gamification features for both positive and negative assessments. These features work wonders for identifying paths for improvement and delivering automated coaching. In addition to that, the modernised UI makes the navigation, search functions and user favourites more intuitive to use.
Essentially, Aspect’s enhanced technologies have found another way to provide precise feedback to supervisors and identify weak points in their processes that they can improve upon.
Not to mention, cloud contact centre comes with an integrated workforce management mobile application, making Aspect’s call centre solution more flexible.
Other features include:
- Omnichannel email search, monitoring and reassignment.
- Increased rule precision and more granular compliance auditing.
- Hotspot analytics that delivers actionable developer insights for tuning chatbots/IVR.
- Additional APIs for Salesforce.com, Dynamics and other integrations.
- Microsoft LUIS Natural Language Understanding support.
- TLS/SRTP Encryption Technology that secures voice paths between Aspect Cloud and the call centre, removing the need for dedicated VPNs. This reduces complexity and improves reliability.
Upgrade Your Company's Customer Service
Aspect’s updated platform elevates the customer experience of enterprise-level companies.
The most notable upgrade is the easy assessment of an agent’s skill set to allow for better matches with contacts. That's not forgetting the better scheduling tools and enhanced gamification and training features.
