Who Uses This Software?

Companies that need an all-in-one cloud contact center solution for 50+ agents.


Average Ratings

12 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

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

About Aspect Via

Designed for 50+ agents, Aspect Via cloud contact center 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

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

Aspect Via Reviews Recently Reviewed!


All communication is more fluid with our clients, if they are happy us even more.

Apr 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

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

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

Vendor Response

by Aspect Software on April 17, 2018

Thank you for taking the time to review Aspect Via and for the 5-star rating! We appreciate your feedback and will forward it on to our internal teams.

-The Aspect Team

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

Love Aspect's ease of use

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

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

Cons: 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.)

Vendor Response

by Aspect Software on April 25, 2018

Diana,
Thank you for taking the time to review Aspect Via and for giving us such high marks! We are thrilled to hear that you love the ease of use, and that the training and support have been awesome. We appreciate your feedback and will forward it on to our internal teams for review.
-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.

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

break the chains of limitations

Apr 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.

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

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

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

Ok, but not great...

Sep 17, 2018
4/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality
Likelihood to Recommend: 2.0/10 Not
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Pros: I'm not crazy about this software. It works, but is lacking in a lot of areas.

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

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

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.