So many featured that is not available in any other software. We all know that cost of the aspect software is very high than any other software where any other software cost is 25k to 50k, aspect charges 2 lakh to 4 lakhs for their support. we can easily upload voice messages (mostly known as IVR) to send voice messages. Aspect 7.6 is the latest one but 6.7 is the most popular one and user friendly used. people facing lots of issues in the 7.2 & 7.6 versions.
5 Mode that is most commonly used in Aspect software is -:
3 mode used by most of the companies like servo, Apple & Airtel. Via using blaster, we can save time in blaster mode.
Automatic – In automatic mode tasks processed in automatic mode. We can all the tasks one by one after that system automatically select the task one by one. Task having high idle time is executed first sometimes system selects the other one as well it’s all open the resistance, volume, number of lines, and TN number as well, and also the number of agents assigned in the campaign, queue, and lists.
Preview – Preview mode is used once we have extra and every customer is so important that we can’t miss even our one customer. In preview, mode agent heard the ring as well if the customer attends the call, then voice talk with a person but in predictive or automatic mode agent assign to the queue not listen to the ring of the number, system automatic judge the human voice and pass the call the available person or agent. No, abandon possible in this mode while in automatic or predictive mode abandon take place.
Predictive – In predictive mode, almost all the things remain the same as the automatic mode only thing we can change the flow of the tasks, we can increase and decrease the number of tasks executed at a time if we have more agents or more manpower to manage the things then we can run the predictive mode on high pacing so that number of task deliver in a time is very large like 100 to 200.
Blaster – one of the simple and very effective we want to remember something to our customer, even we can use blaster more also for providing information or heavy discount offer. Also, the wishing massage on festival Diwali, charismas, Eid. The voice message is upload in the aspect software then uploads the phone number of customers we mostly use the CSV excel format for the customer database. Once all the setup is ready, we can assign the number of lines to blaster service and enable the service. voice message delivers to all the people whose detail are available in excel.
Other Tool available in the aspect software –
Data view – Data view is used to fetch the result of all the executed tasks. Check the result of all the calls we can fetch the data from the aspect software part data view and export it on excel and use it for different analyses. So many default templates are available in the data view. The number of dials, DNC template, Performance template is the most commonly used template. The different template is available for inbound and outbound services. Outbound is where can call customers and inbound where customers call us.
Enterprise Monitor – the most helpful tool for live monitoring we can see the status of all the tables, services, campaigns, tasks, and agents. For agents, we mostly track the 4 modes like an idle, active, wrap, hold. We have lots of modes available in Enterprise monitor like Not ready, Break, medical, park, others. Idle is basically known as avail and provides us the count of the number of agents available for the tasks. The active mode gives you the number of ongoing tasks or live tasks. The wrap provides the number of tasks that just end. Not ready to provide you the break timing of any employee.
General routing concept – different country follows the different time zone for example in the United States we have 6-time zone – AST|NST|EST|CST|MST|PST. We need to follow the TRY guidelines. Call after the govt time period creates a big problem for any company. if a customer complains against the company then the company has to pay a big amount for his small mistake.
- City wise routing –
- Number wise routing –
- Time zone wise routing –
In number-wise routing, we can use the first 3 digits or 6 digits of any phone number. Fist 3 numbers provide you the area code and the next 3 dight give you the sub-area code. In city-wise code, we can select all the city that is related to the particular time zone for example almost 72 cities in the East. so we can create a filter via the city.
For example, if you want to stop dialling to a particular city you can use the area code of that are for example most the AB records start with “608” & BC records start with “780” By using the left 3 number filter you can stop the dialling in these cities or province.
Service line – service line basically depends upon the number of incoming lines or calls. we can only predict how many customers can try to connect with us today. the prediction depends on the last few days, few months, or a few year’s data. once we predict we can assign a number of people according to the prediction by using aspect software.
In the festival season like Christmas, black Friday the number of call flow become increase and also depend upon the offer and discount. if you have any questions regard working of the aspect software & how to install it how the general routing working you have to visit the Wipro website they will teach you for free how they support it. free video available on youtube also.
Thanks & Best Regards
CS Riya Khurana