Aspect Via vs Avaya Interaction Center [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.

Differentiate Your Customer Experience with New Customer Service Channels

• Build on your investment in Avaya Contact Center technology and set your customer experience apart from the competition. With Interaction Center it’s easy to expand beyond voice and add customer service channels such as email, web chat, SMS/text, and social media.
• Help improve multichannel contact center efficiency, using Avaya customer service software. Manage all your new channels the same way you handle voice call interactions, through a single agent desktop interface.
• Enable your business to handle all types of customer interactions more efficiently by helping to ensure that the right resources are readily available to your customers.
• Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.