OmniChannels Apps move to the Cloud

Companies are increasingly recognizing the compelling advantages of moving the omnichannels infrastructure to the cloud as they look for competitive advantages in customer experience, satisfaction, and retention, while controlling overall costs. The cloud streamlines the process of providing a modernized and up-to-date service to customers, customizing the service to meet their preferences and demands, as well as providing cost, reliability and flexibility advantages.​

High performance, highly dependable cloud hosting architecture for your omnichannels apps. Aspect has over a decade of experience creating cloud hosting architectures that are high performance and highly dependable. Cloud deployment makes it easy to deliver a customer experience that has the agility to respond quickly to changing customer demands while controlling your overall costs, making it easier to retain customers and stay competitive in today’s business climate. Deployment via the Aspect Cloud: Lowers upfront costs while streamlining maintenance and upgrades Supports integrations between CRM, self-service and your omnichannels apps that drive truly personalized interactions that differentiate your business Helps your self-service applications and live agents deliver first-contact resolution – making your customer experience vision a reality.

Most consumers strongly dislike their encounters with IVR systems. As a result, those who find themselves in an IVR will do their best to find a way out - usually by hanging up! Many companies’ IVRs do not exploit the full set of capabilities of modern systems, relying on basic “press 1” type call routing. The result is low IVR containment rates – approximately 38% on average. This rate could be much higher, which would then make customer care costs much lower. Enter the Aspect Modern IVR - seven key capabilities shown on the IVR Innovation Wheel below that, individually or collectively, create an IVR experience your consumers will love – not just tolerate. They can be cataloged around the two enabling concepts of “personalization” and “digital channels”.

A chatbot (chat bot), chatterbot or bot for short, is an automated conversational user interface (CUI) to any type of Internet service. Unlike a graphical user interface (GUI), such as a website, a mobile application or a kiosk terminal, a chatbot exposes the information via text-based chat, conducts a conversation with the user using natural language or a Combination of natural language And the buttons to advance the dialogue. Chatbots are typically embedded in messaging applications such as Messenger or WeChat, but can also be offered on a website via web chat or via SMS and USSD carrier channels.

SMS is experiencing a renaissance as a customer service channel – it is personal, concise, persistent, and inexpensive for businesses to operate, making for a pretty convincing ROI. Available on smart phones as well as older feature phones, SMS enjoys the advantages of ubiquity and convenience. With Aspect Text Self-Service, consumers can get concise and to-the-point answers to simple account or other self-service inquiries that are conducive to the 160-character restriction per message. When more complex matters arise, interactions can be smoothly transferred to richer channels including live conversations with agents. It’s the best of all worlds – with multi-lingual natural language support and response times of seconds, consumers can make productive, ef cient use of SMS in customer service engagements without sacri cing the human touch when needed.