Aspect Via Pricing, Features, Reviews & Alternatives

Aspect Via

Cloud contact center and workforce optimization solution

4.4/5 (15 reviews)

Aspect Via overview

What is Aspect Via?

Based entirely on Aspect’s proven Interaction Management and Workforce Optimization product portfolio, the Aspect Via Platform brings those same best of breed contact center and workforce productivity capabilities to the cloud. This highly scalable, secure platform offers the ability to start with one or more applications and then add applications with ease when ready for additional capabilities.

The contact center suite applications support both automated and live inbound and outbound communications across voice, SMS, Email, chat, and mobile interactions.

The workforce optimization suite applications support both workforce productivity and employee engagement strategies with best of breed workforce, performance, and quality management solutions.

This CCaaS platform is available in hosted, public and virtual private cloud environments with a common set of shared services and tools for user management, Security, provisioning, and more.
www.aspect.com

Pricing

Pricing options
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States

Supported languages

B@177b9535
Aspect Via screenshot

Aspect Via user reviews

Excellent
8

Very good
6

Average
0
Poor
1

Terrible
0
Value for money
Features
Ease of use
Customer support
  4.2
  4.4
  4.3
  4.2
Anonymous

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

Used daily for 2+ years
Reviewed 2018-04-15
Review Source: Capterra

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

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.

Response from Aspect Software


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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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David M.

Aspect VIA Best in Class

Used daily for 1-2 years
Reviewed 2021-04-27
Review Source: Capterra

The implementation was great and it was smooth transition. Aspect was outstanding.

Pros
The cloud base features and the ease of administration to the system. The CX is robust and an outstanding feature on how our calls are delivered. The phone reps love the VIA Engagement center as they can see there performance and calls stats on a daily basis.

Cons
There is nothing I dislike about the product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Joe G.

Aspect Service & Reporting

Used daily for less than 6 months
Reviewed 2020-05-05
Review Source: Capterra

We did not have a great overall experience with the aspect products

Pros
Aspect was recognized as a top tier Contact Center company

Cons
Poor reporting accuracy and little flexibility

Response from Aspect Software


Thank you for your candid feedback on Aspect Via. We are sorry to see you're not happy with the reporting functionality, and we will share this with our product team. We'll also send your feedback on to your account team, who will reach out to follow up. Thank you for your input.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 3/10

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RONALD S.

Aspect Via Review

Used daily for 2+ years
Reviewed 2019-04-17
Review Source: Capterra

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

Pros
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

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Shannon S.

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

Used daily for 6-12 months
Reviewed 2017-09-24
Review Source: Capterra

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

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).

Response from Aspect Software


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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Aspect Via pricing

Pricing options
Subscription
View Pricing Plans

Contact Aspect for pricing information.

Aspect Via features

API
Activity Dashboard
Alerts/Notifications
CRM
Calendar Management
Reporting/Analytics
Social Media Integration

Access Controls/Permissions (294 other apps)
Contact Management (364 other apps)
Customer Database (325 other apps)
Customizable Branding (355 other apps)
Customizable Templates (310 other apps)
Data Import/Export (428 other apps)
Email Management (320 other apps)
Email Marketing (471 other apps)
Mobile Access (402 other apps)
Reporting & Statistics (412 other apps)
Search/Filter (309 other apps)
Surveys & Feedback (292 other apps)
Third Party Integrations (425 other apps)

Additional information for Aspect Via

Key features of Aspect Via

  • Live chat
  • Churn management
  • Analytics
  • Video content
  • Chat functionality
  • "What If" scenarios
  • Ad hoc query
  • Automatic notifications
  • Calendar management
  • Contact history
  • CRM integration
  • Customizable reporting
  • Demand dorecasting
  • Employee management
  • Employee portal
  • Employee self service
  • Instant messaging
  • Multi-channel communication
  • Multi-channel management
  • Real time data
  • Real time reporting
  • Real time updates
  • Request routing
  • SMS integration
  • Social media integration
  • Voice mail
  • Workflow management
  • Activity dashboard
  • Prioritizing
  • Call monitoring
  • API
  • Chat
  • Role-based permissions
  • Dashboard creation
  • HTML5 technology
  • IVR / voice recognition
  • Vacation / leave tracking
  • Queue manager
  • Two-way audio & video
  • Request assignment
  • Performance management
  • Campaign management
  • Widgets
  • Self service portal
  • Customer experience management
  • Time off requests
  • Campaign scheduling
  • Customer service analytics
  • Customer support tracking
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Benefits

Reporting and analytics tools within Aspect Via allow users to gather data from customer interactions and generate reports based on metrics including employee activity, ticket status, handled interactions, compliance, and more.

Businesses can allow customer self-service via telephone thanks to Aspect Via's personalized interactive voice response (IVR) feature with caller intent prediction, and artificial intelligence.

Management can monitor agent activity with voice and screen recordings of interactions, quality monitoring and VoC surveys to ensure that interactions between agents and customers are of top quality.

Automate multichannel campaigns and high-touch proactive customer care by sending automated alerts and value added messages, anticipate customer needs, and take advantage of engagement opportunities using historical data on customer behavior.