Aspect Via

4.5 / 5 8 reviews

Who Uses This Software?

For over 40 years, Aspect has helped enterprises customers better communicate and collaborate around the customer experience with our awards winning contact center, self-service & workforce solutions.


Average Ratings

8 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    24/7 (Live Rep)

Vendor Details

  • Aspect Software
  • www.aspect.com/
  • Founded 1973
  • United States

About Aspect Via

Aspect Via customer engagement platform is the only solution that goes beyond the call center to unify the entire enterprise around the customer by eliminating barriers that divide departments and fragment work flows. As a SaaS offering tailor made for the cloud, Aspect Via offers native omni-channel Interaction Management (IM), Workforce Optimization (WFO) and Self-Service capabilities combined with a common user interface (UI) and shared, real-time and historical reporting.


Aspect Via Features

  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content

Aspect Via Reviews Recently Reviewed!

Rich user interface, easy to configure, a true omni-channel cloud platform

Sep 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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).

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

Vendor Response

by Aspect Software on September 27, 2017

Thank you for taking the time to review Aspect Via. We are thrilled to get such high marks and are so glad that you are happy with the product. We will forward your feedback to our internal teams. Thanks again! -The Aspect Team

Unified user interface. Clear presentation. Easy to understand

May 09, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ability to support multiple channels with one product. Clear presentation and excellent user experience.

Cons: 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.

Overall: Improved customer interface

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Via Customer Engagement Center. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Much better than UIP

May 08, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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

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

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

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Via Customer Engagement Center. We are thrilled that you gave us such high marks and are happy with the interface and ease of use. We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Early adopter

May 08, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use, cloud platform - integration API's. Eagerness of the engineering team to listen and proactively work to resolve issue

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

Vendor Response

by Aspect Software on June 02, 2017

Thank you for taking the time to review Aspect Via Customer Engagement Center. We appreciate your feedback (especially from an early adopter!) and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

Very simple and easy to understand

May 07, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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

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

Very interesting product. Would like to see more.

May 07, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Chat bots, Digital channels (i.e. mobile integration, SMS, etc.). The reporting also looks really good.

Overall: Being Cloud based with lots of features.

Vendor Response

by Aspect Software on June 05, 2017

Thank you for taking the time to review Aspect Via Customer Engagement Center. We appreciate your feedback and we have forwarded your comments on to our internal teams to review. -The Aspect Team

Haven't had a ton of personal experience. But most of it has been positive

May 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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

Cons: 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.

yet to be deployed but very excited about opportunity

May 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: 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

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