Key Features of Aspect Zipwire
- Scenario builder
- Supervisor UI & real-time dashboard
- Team chat and calls
- Real-time co-worker directory
- Manual/ automatic dial
- Predictive/ lead processing
- Multi-session chat
- Automated IVR
- Agent routing
- Voice, text & video chat
- Multichannel communication
- Photo & file sharing
- Integrated workforce management
- Call recording & screen-capture
- Customizable interaction scoring
- Post-contact surveys
- Real-time analytics
- Custom reports
- Salesforce & CRM integration
Integrated CRM: Access a full list of customer interactions and preferences when making calls to offer a more personal approach.
Multichannel support: Use a unified agent desktop to handle interactions coming from all channels.
Supervisor tools: Monitor agent performance with call recording, screen-sharing, and interaction scoring.
Workforce management: Use Aspect's workforce management product to automated scheduling, create business rules, track historical performance, and build "what-if" scenarios.
Team collaboration: Use the real-time directory to see which agents are on or off-line and initiate chat and voice conversations.
Outbound capabilities: Manage outbound campaigns with predictive lead processing, manual and automatic dialing, and automated IVR,