Back in February 2019, private equity firm Vector Capital
acquired Aspect Software, resulting in a $100 million investment into Aspect’s
business. Now, Aspect is soon to expand its CCaaS by revamping one of its
current solutions, Via.
This raises some questions like: “What’s the purpose of
Via?” and “What additional perks does Via offer?”
Newly installed CEO, Patrick Dennis, has spoken out on this
subject. Let’s take a look at what he has to say to get some clarity on these
Dennis’ Plans for Aspect
From the get-go, Dennis wanted to take Aspect Via and run with
it. For the uninitiated among us, Aspect
Via is best described as a “next-gen contact centre-as-a-service
(CCaaS) solution.” The company has been developing this platform for
roughly five years, but it’s been available for customers to purchase since
“The Via program is a great program,” Dennis believes, so
naturally he set his attention on it. He aimed to revamp the system to bring a
renewed focus on the needs of enterprise customers.
Despite the dawning of cloud-based comms systems and their rise
in popularity, the majority of Aspect’s enterprise customers don’t have plans
to transfer over to a public cloud (at least not in the near future). So, in
the words of Aspect’s CMO, Michael Harris, Aspect’s “strategy is to focus
Via on those clusters of customers that need a more manageable migration from
their existing deployment to the cloud.”
How Does Via Work?
According to Dennis, Via is a comprehensive CCaaS and workforce
optimisation (WFO) portfolio. As part of Via’s product development, Dennis
identified “clusters” of customers, and has created a solution to
meet the needs of these specific audiences, one at a time.
Dennis describes Via as a Swiss army knife, i.e., a series of
tools located in one place, each designed to provide a solution to individual
This is what Via has to offer:
- Support for interaction management, WFO and self-service apps.
- Real-time and historical reporting across all areas of your
- Personalised and role-based UX for
agents, team leaders and administrators.
- APIs to support external integrations.
Not to mention, Via is available on the cloud, as well as other
Enterprise customers with highly sensitive data are drawn to
this solution because not only is it highly
scalable, but it’s also incredibly secure.
Plus, as the needs of your business change, adding (or taking
away) various applications is an effortless process. As such, customers have
the option of tailoring their contact centre solution to suit their exact
Looking to the Future
It seems Via is
Aspect’s secret weapon to conquering a market brimming with enterprise-level
customers. With its tailor-made solutions and innovative development, Dennis
may well be right when he says that Via is the key to Aspect’s future success.