Product Series: Self-Service with Aspect Via®


If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via, our Customer Engagement Platform. Whether it comes in the form of speech-based self-service, SMS chatbots, or the ability to continue automated engagement after the caller has already been put into the agent queue, Aspect Via has it all.

Leveraging our Web-based, drag-and-drop Via CX Designer Tool, our customers can configure both the automated dialog interaction at the beginning of the call and the routing logic for a complex contact center configuration supporting hundreds if not thousands of agents, to lower Average Handling Time (AHT) and to increase First Contact Resolution (FCR) — all in one tool, which reduces training efforts and speeds up time-to-market. And you can use Aspect Via’s Continuity Server with its Context Cookies to drive and track the customer journey across different engagement channels and across self- and live service, giving consumers the consistency and continuity, they expect from a modern CX.

To introduce you to the customer self-service chops of Aspect Via, we will be publishing a series of blog posts starting today. Every Monday for the next four weeks we will be posting a new blog covering one of the following topics:

  • Aspect InQueue
  • Secure IVR
  • Context Continuity from Web to Voice
  • Advanced Speech Recognition

Andreas Volmer

In his role as Sr. Product Manager with Aspect Software, Andreas is responsible for the self-service products and cloud services, including Aspect CXP and Prophecy. He has vast experience with delivering self services across IVR, text (chat bots) and mobile channels from his work as technical sales engineer and consultant for VoiceObjects (which he joined in 2004) and Voxeo. He has been a professional in the software industry for almost 20 years, having previously worked as software architect, consultant and sales engineer. He holds a PhD in theoretical physics from the University of Cologne where he worked on Condensed Matter Physics .