Delivering remarkable customer experiences
With the Aspect Unified IP interaction management platform, you can do
business at the speed of the consumer, consistently minimizing their effort
so your company becomes easier to do business with.
Better routing, better experiences
Strategic, whole system automation provided by Aspect Unified IP inbound
automatic call distribution (ACD) encompasses the entire inbound customer
interaction, from contact routing, to agent skill selection, to contact recording.
With the ability to flexibly apply one set of business rules across all channels,
you can dynamically prioritize incoming contacts in a universal, single queue,
and based on real-time statistics and system conditions route them to the
most appropriate agent.
Contacts can also be distributed between multiple sites and matched to
the most qualified customer resource within your entire enterprise agent
pool for specific contact flows and work types. The Afiniti Connector further
enhances call routing by matching callers to agents using behavioral/customer
Multichannel choice, omni-channel experiences
Aspect Unified IP simplifies and flexibly manages omni-channel interactions
across voice, email, chat, SMS, IM and social channels. It offers multisession
contact handling and tight integration with industry leading CRM applications,
ultimately helping companies effectively manage and deliver differentiated
customer service in light of consumer demand for expanded choices in