Aspect Via reviews

Opmerkingen: It's a great product recommendable to use especially for big brands to help in supporting their customers.

Pluspunten: Allow easy interaction between customers and support agents. It plays a big role on social media as it captures all social media sites i.e Twitter, Facebook and bring traffic in one place to handle in real time. It's very easy to use and less time training is required. It helps to track agent performance and service levels depending on the metric set You can personalize all settings from graph, percentages and service levels tracking metrics

Minpunten: It needs a fully registered software to enjoy all features, the trial version is limited

Opmerkingen: Simplify and unify with native cloud customer self-service, contact center interaction management and workforce optimization capabilities.

Pluspunten: I know this software well. It is really efficient, very easy to use and that makes it unique. I use it every day with my clients, there has never been any interruption in communication. Everything is more fluid, without a doubt it is a very useful tool.

Minpunten: This is definitely better software than I used. There is nothing that you do not like. It really is very efficient.

Opmerkingen: Updated user interface, access to the full suite of Aspect's product offerings

Pluspunten: That I have a full suite of omni-channel features in a cloud environment. The Via platform gives us access to voice, sms, and chat interaction routing...plus provides us access to a full workforce optimization suite (workforce management, quality management and performance management). It also contains a feature rich IVR that allows customers to build dynamic self-service applications.

Minpunten: I don't have any complaints, I am waiting for a few new features to be released. I'm hoping that Aspect provides a feature rich customer survey tool that will work across multiple channels (voice, email, chat, sms).

Pluspunten: Easy to navigate and the reporting features are very useful. Used IED in the past and it was a horrible experience.

Minpunten: Haven't found anything yet. I find it very easy to navigate, training and support has been awesome, I just wish we could get it running faster (but that isn't an Aspect issue.)

Pluspunten: The ability to run this on the cloud. We don't have a large budget to support scale and downsize as needed. Also number of agents fluctuate seasonally

Minpunten: sounds easy to setup but had some difficulty mainly because of our own security limitations. Otherwise, once we cleared that everything was fine.

Opmerkingen: Ease of building work flows and brining into production.

Pluspunten: I like the interface and how easy it is to use the tools to build work flows. The ability to expose portions to the business unit will be a big help with speed of changes

Minpunten: The software interface is very clean and easy to use and I have not found any real cons at this point.

Pluspunten: this application is very easy to use, easy to learn, and easy to teach. we have been using this for several years and since implementation, we have not looked back.

Minpunten: Other than one minor issue, not really related to the product, I don't have any cons to address. I am not sure of the scalability of the product, but I would recommend researching this if you are planning on growing.

Opmerkingen: Being Cloud based with lots of features.

Pluspunten: Chat bots, Digital channels (i.e. mobile integration, SMS, etc.). The reporting also looks really good.

Pluspunten: ease of use and benefits to consumers.
tracking leads to ensure the consumer is put first rather than the company.
cross sell potential is the very exciting element of via

Minpunten: the roll out has been tough
local knowledge has been an issue due to speed of roll out.
Need to train locals

Opmerkingen: Improved customer interface

Pluspunten: Ability to support multiple channels with one product. Clear presentation and excellent user experience.

Minpunten: It is not the dislike but it is more of better understanding of integration with CRM which is of very important to the current efforts.

Pluspunten: I'm not crazy about this software. It works, but is lacking in a lot of areas.

Minpunten: Maybe it's the way my employer has it set up, but is is just not user friendly. It seems overly complicated.

Pluspunten: Ease of use, cloud platform - integration API's. Eagerness of the engineering team to listen and proactively work to resolve issue

Minpunten: Early adopter - learning as we. Feature and functions not always ready when we need them to be slowing down the program

Pluspunten: This product is very easy to use. Even for less tech savvy users, it is very easy to manage. Overall a great product

Minpunten: I have not encountered anything about this product that I do not like so far. I believe I will find more things as I use the product.