Aspect Via vs Avaya Contact Center Express [EOL] comparison

Aspect Call Center Automatic Call Distribution (Inbound ACD Systems) automates the entire inbound customer interaction - from self-service, to contact routing, to agent skill selection, to contact recording and post-inquiry surveys. Automatic call distribution (ACD) is used to direct incoming calls (or other channels) to the appropriate service agent. This particular system is designed to help make contact centers more efficient by using a set of automated rules to determine the appropriate representative for each caller. Some of the rules that help ensure quality include geographic matching, customer self- selection by IVR or by routing a customer based on account ID or ANI. An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.

Go Beyond Phone Calls—Let Customers Reach You Via Text, IM, Email, or Chat

• Connect with your customers on their terms. Manage all of your contacts—for email, chat, SMS, IM, and social media—the same way you manage your inbound and outbound voice interactions.
• Leverage this complete, omnichannel contact center solution to match callers with the most appropriate resources every time they contact you. Your agents gain call context, both real-time and historical. Your customers receive a differentiated experience.
• Reduce your expenses by using lower-cost channels.
• Consistently deliver a unified, seamless, and highly personalized experience that builds your brand and customer engagement loyalty.
• Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.