Contact Centres in the cloud are an easy, scalable, and flexible way for today’s businesses to access the next-level solutions for customer experience that they need to drive better consumer interactions. Through the cloud, businesses of all sizes can access the next-level technology that they need to provide the meaningful interactions that their audience members are looking for, including things like call recording and voice analytics.
NICE inContact and Aspect Software are two of the organisations in the current contact centre landscape that are delivering cloud-based solutions to the modern enterprise. NICE inContact provides the CXone contact centre solution, complete with software that helps businesses to reduce the cost of their client interactions and enhance meaningful moments between customers. NICE inContact is available for companies of all sizes, with service solutions and support applications available as part of a completely integrated suite.
Aspect Software is a company with almost 50 years of heritage in the communications market. Customer service and contact centre applications are at the heart of the company’s offering, which is explicitly designed for mid-sized to high-volume contact centres. Aspect Software also offers workforce management tools that help business leaders keep track of the performance levels within their organisation and improve long-term productivity.
NICE inContact Contact Centre Features
NICE inContact’s fundamental contact centre solution is CXone, the world’s first cloud-focused customer experience platform. The solution helps businesses to power more immersive experiences for employees and customers alike. CXone is the first and only cloud contact centre software platform that unifies best-in-class omni-channel routing, workforce optimisation, and analytics, along with workforce optimisation, artificial intelligence, and automation built on an open cloud environment.
NICE inContact has been building and innovating on the platform for more than 13 years, and the company continues to add new features and products to support the needs of customers. Features currently include:
- Automatic contact distributor
- Interactive Voice Response
- Proactive outbound calling
- Omni-channel interactions
- Workforce intelligence
- Partner AI chatbots
- Workforce management
- Quality management
- Customer satisfaction surveys
- Performance management
- Omni-channel analytics
- Security and reliability
- CRM integrations
- UCaaS integrations
- Developer ecosystem
- Voice as a Service
- Reporting
Exceptional customer experiences require constant work and optimisation. That’s why NICE inContact is dedicated to providing companies with the latest state-of-the-art solutions for managing customer conversations. By giving contact centres the unified insights and tools they need to manage every touchpoint on the customer journey, NICE inContact and CXone provides a fully aligned experience.
Aspect Software Contact Centre Features
Aspect Software believes that customer experience is crucial in any business environment today. The Call Centre suite of applications offered by Aspect supports both automated and live inbound and outbound communications across an omni-channel environment for social, chat, email, SMS, voice, and mobile interactions.
Aspect Software currently supports more than 1.5 million agents making and receiving critical calls across 80 countries. This adds up to more than 30 billion annual interactions. Some of the features offered by Aspect Software’s Contact Centre offering include:
- Inbound voice with skills-based routing
- Calling party identification
- Priority routing and queuing
- Wait time and queue position notifications
- Outbound voice with proactive, personalised outreach
- Automatic campaign management
- Track and manage mobile numbers and consent
- Detect busy signals
- Deliver consistent service across all channels with Omni-channel communications
- CX Automated agent capabilities
- Aspect CXP for managing self-service applications
- Evolution Developer portal
- Aspect prophecy for SIP standards-based IVR
Aspect Software also offers businesses the option to deploy their contact solution in a way that suits their environment best. You can use your offering on-premise, in the cloud, or through a hosted environment depending on your individual needs. The cloud-based platform, Aspect Via, means that businesses can adopt applications on a modular basis, adding new features when they need to. There’s also access available to Aspect Unified IP for all contact centre applications within the same ready-to-deploy package.
NICE inContact vs Aspect: Integrations
If you want to get the most out of your contact centre today, then you need to find a solution that integrates seamlessly with your existing tools and CRM solutions. NICE inContact CXone has a host of pre-built CRM integrations available, including the CXone agent for Salesforce, which allows you to make the most out of your omnichannel experience in the cloud.
Aspect Contact Centre solutions are also designed to give you the unique experience that you need from your contact centre, deployed in a format that suits you. Aspect Solutions Contact Centre offerings integrate with a range of third-party applications, which allow you to manage your data seamlessly across contact centre environments, workforce optimisation tools, and other parts of the enterprise too.
NICE inContact vs. Aspect: Compliance and Reliability
To provide today’s contact centre with the peace of mind, they need when communicating with customers, vendors need to offer both exceptional reliability and state-of-the-art security.
NICE inContact offers a guaranteed 99.99% uptime, so you can rest assured that you’ll always be able to manage control over your crucial conversations. Combined with high service reliability, NICE inContact also offers iron-clad security solutions designed to suit the compliance requirements of the modern workplace. NICE inContact is compliant with PCI, FedRAMP, SOC2 and many other standards.
Aspect Software also strives to offer consistent uptimes and reliability for its customers, with a unique 100% guaranteed uptime guarantee. From a security perspective, Aspect offers everything from identity theft protection features, to fraud detection solutions to support the modern marketplace.
Which Vendor Should You Choose?
There’s never a one-size-fits-all solution to selecting the best contact centre offering. Today’s companies need to think carefully about what they need from their provider, whether that means in-depth artificial intelligence and analytics solutions like those available from Aspect Software, or advanced customer satisfaction surveys and opportunities for NPS development from NICE inContact.
Both of these vendors offer very similar packages, complete with workforce optimisation options. Additionally, both Aspect Software and Nice inContact have a wide range of professional services to provide for companies that need help making the most of their new technology implementations. Using tested and proven technology, NICE inContact can carefully lay the groundwork you need to ensure success throughout your digital transformation project. On the other hand, Aspect Software can offer a fully flexible implementation and management strategy that’s designed according to your deployment needs.
One point to keep in mind is that while NICE inContact has designed their contact centre to suit companies of any size, the offerings available from Aspect Software are intended explicitly for mid-sized and larger enterprises. This could mean that Aspect is a better choice for larger companies that need to move more slowly into their cloud environment. On the other hand, NICE inContact might be the best choice if you’re a small business keen to jump into the latest cloud-based tech as quickly as possible.
