Aspect Call Center Automatic Call Distribution (Inbound ACD Systems) automates the entire inbound customer interaction - from self-service, to contact routing, to agent skill selection, to contact recording and post-inquiry surveys. Automatic call distribution (ACD) is used to direct incoming calls (or other channels) to the appropriate service agent. This particular system is designed to help make contact centers more efficient by using a set of automated rules to determine the appropriate representative for each caller. Some of the rules that help ensure quality include geographic matching, customer self- selection by IVR or by routing a customer based on account ID or ANI. An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.
As of July 2025, the mindshare of Aspect Via in the Contact Center as a Service (CCaaS) category
stands at 0.4%, down from 0.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS)
Learn more about Aspect Via
Aspect Via was previously known as Call Center ACD, Aspect Call Center ACD.
Aspect Via customers
CVS Caremark Corporation, Telexpress Corporation, Ping An Insurance, HomeShop18, Asian Paints Ltd., Greater Cincinnati Water Works, Cellular One, CCS Companies, Northshore University HealthSystem
