Omni-Channel Customer Engagement Article

Aspect (News - Alert) Software has traditionally delivered its contact center, self-service, and workforce optimization solutions as what it now describes as separate, loosely integrated products. But today the company takes the wraps off Aspect Via, a cloud-based solution for which all these capabilities are tightly integrated.

That means reporting is shared across all capabilities; these different capabilities feature the same user interface; and there’s a single sign on, identity management, and security for all of the above, explained

Nancy Dobrozdravic, Aspect’s vice president of solutions marketing. The introduction of Via, which is happening this week at the Aspect Customer Experience event in Las Vegas, is the most significant news to come out of Aspect in the last several years, Dobrozdravic said.

“The era of managing customer contact through lightly-integrated point solutions is over,” said Jim Freeze, senior vice president and chief marketing officer at Aspect Software. “Today consumers are far too connected, intelligent, and demanding to be satisfied by cobbled-together customer service operations…. As a true CEC, Aspect Via brings the entire consumer experience into full and actionable view with omni-channel customer journey reporting and analytics.”

Aspect Via is delivered exclusively through the cloud model, and lives on Amazon Web Services (News - Alert). This cloud customer engagement center, as Aspect is referring to it, not only brings customer service together in a more integrated way, Dobrozdravic said, it also allows the solution to work more organically with other enterprise functions and systems like CRM via the Aspect API.

(Speaking of API’s, TMC (News - Alert) is staging an event called All About the API that you’ll want to look into. It’s July 18 through 21 at Caesars Palace in Las Vegas.)

Aspect Via is set for general availability in this third quarter of this year. For customers that are using existing Aspect contact center solutions but want to move to Via, the company will provide migration tools to move their data and other artifacts to the new solution, said Dobrozdravic.