ASPECT Customer Self-Service Platform

Aspect Software is a leading provider of customer interaction management, workforce optimization, and back-office solutions in cloud and on-premises platforms. The company has a global employee count of approximately 2,000 (as of 2015). The company caters to various verticals, such as BFSI, healthcare, retail, utilities, telecommunications, transportation, travel & hospitality, education, and government industries.

USP : It thrives to attain excellence and impart an Omni-channel customer experience by developing fully native contact center interaction management, workforce optimization, and self-service capabilities within a single CEC. Some of the CSS offerings of Aspect include Aspect Augmented Chat, Aspect Callback Mobile, and Aspect InQueue Self-Service.

BUYERS
VENDORS
EXPERTS
2.7
ANALYSTS
 

ASPECT SOFTWARE INC detailed analysis

Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Support Services
3.00
4.05
2.35
Product Features and Functionality
2.45
4.65
3.10
Delivery
4.10
4.30
4.30
Breadth and Depth of Product Offerings
2.95
4.25
3.65
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

ASPECT SOFTWARE INC has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

    13 Participants

  • Niche Quadrant

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-Europe

    20 Participants

STRENGTHS
  • Product Maturity / Support Services
    Level of Support Services
  • Product Maturity / Delivery
    Delivery - Direct
  • Product Maturity / Deployment Mode
    Hosted / On-Cloud
  • Product Maturity / Deployment Mode
    On-Premise
  • Product Maturity / Services Offered
    Education & Training
  • Product Maturity / Services Offered
    Integration & Deployment
  • Product Maturity / Services Offered
    Managed Services
  • Product Maturity / Services Offered
    Support & Maintenance
  • Product Maturity / Preferred support services delivery
    On-Site Support
  • Product Maturity / Preferred support services delivery
    Remote Support
  • Product Maturity / Preffered Delivery
    Subscription / Licensing
  • Product Maturity / Delivery
    Delivery - Through Partners / Third-Party Vendors
  • Product Maturity / Software Offered
    Interactive Voice Response & Interactive Text Response
  • Product Maturity / Software Offered
    Mobile Self-Service
  • Product Maturity / Software Offered
    Social Media and Community Self-Service
  • Product Maturity / Software Offered
    Web Self-Service
  • Product Maturity / Features Offered
    APIs for developing Self-Service Apps
  • Product Maturity / Features Offered
    Community Platforms
  • Product Maturity / Features Offered
    Hybrid Chats & Instant Answers
  • Product Maturity / Features Offered
    Mobile Apps
WEAKNESSES
  • Product Maturity / Services Offered
    Consulting Services
  • Product Maturity / Services Offered
    Other Services
  • Product Maturity / Preffered Delivery
    Full Time Equivalent
  • Product Maturity / Preffered Delivery
    Per User / Device Basis
  • Product Maturity / Software Offered
    Customer Self-Service Security
  • Product Maturity / Software Offered
    E-mail Management
  • Product Maturity / Software Offered
    Intelligent Virtual Assistants
  • Product Maturity / Software Offered
    Semantic Search
  • Product Maturity / Software Offered
    Other Software Offered
  • Product Maturity / Features Offered
    Automated Ticketing
  • Product Maturity / Features Offered
    Co-browsing
  • Product Maturity / Features Offered
    FAQ Web Pages
  • Product Maturity / Features Offered
    Helpdesk Automation
  • Product Maturity / Features Offered
    Knowledgebases
  • Product Maturity / Features Offered
    Predictive Self-Service
  • Product Maturity / Features Offered
    Widgets
  • Product Maturity / Features Offered
    Other features offered
  • Product Maturity / Pre Sales Support
    Dedicated Account Manager (DAM)
  • Product Maturity / Pre Sales Support
    Software Requirement Specification (SRS)
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Annually
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TOP FEATURES
  • Product Features and Functionality
    Features Offered
  • Services Offered
    Managed Services
  • Features Offered
    Community Platforms
  • Delivery
    Delivery - Direct
  • Features Offered
    Social Forums
  • Software Offered
    Mobile Self-Service
  • Software Offered
    Interactive Voice Response & Interactive Tex..
  • Services Offered
    Education & Training
  • Software Offered
    Social Media and Community Self-Service
  • Deployment Mode
    On-Premise

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Marie Stelle

Engagement Partner - 360Quadrants.com