Aspect Via vs Avaya Customer Interaction 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.

Give Your Customers a First-Class Interactive Experience

• Deliver the right customer experiences consistently through your contact center, whether your customers are using web, video, social media or mobile devices.
• Enable robust video conferencing and collaboration between your customers and agents or in-house experts with Avaya One Touch Video.
• Automatically monitor, track, and classify topics, comments, and trends on social media networks. Use Avaya Social Media Manager to deliver only the actionable items to your teams.