Today’s outbound contact centers must overcome formidable day to day management and business challenges. There are constant pressures to increase revenue and customer satisfaction while balancing the realities of the bottom line. Aspect Unified IP – Predictive Dialing enables organizations to effectively execute on their collections, sales and telemarketing, and proactive customer service campaigns.
The product utilizes multiple dialing and advanced pacing options, campaign and call list management, all while providing industry-leading voice, modem, pager and answering machine detection. Aspect Unified IP uses your business rules to improve right party contacts, thereby improving collections and sales rates. Industry leading call progress detection allows you to maximize your agent’s productivity.
Aspect Social turns social media monologues into cost-effective, productive dialogues. Channel social service where it belongs – the next generation contact center – and apply contact center practices to social interactions. Listen, filter, categorize, prioritize and deliver social media contacts to the right call center agents that are qualified to provide quality customer service. Foster long-lasting customer loyalty that grows bottom line results.
Aspect is described as a Leader in the Magic Quadrant for Contact Center Infrastructure World Wide report published by Gartner in 2012. So what does that mean? According to Gartner, leaders are high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact center needs will evolve and a proven track record of delivering contact center products.
They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall their products are strong and often have some exceptional capabilities. Additionally, leaders provide solutions that present relatively low risk.