Aspect

What do you like best?

Aspect Predictive Dialer Solutions increase contact rates, enhance agent productivity and lower costs – all while helping you comply with increasingly complex regulatory requirements like TCPA (Telephone Consumer Protection Act)

Target Abandoned Percentage Selection: The target abandoned rate for the campaign, provisioned by the contact center manager. In predictive mode, the system will adjust the number of calls dialled to adhere to the target abandoned rate setting. This controls agent idle time to gain efficiency

Predictive Dampening Factor: The value used to dampen (or distribute) the number of calls placed over a few seconds. The Dampening Factor allows the system to quickly adjust to sudden changes, such as tables suddenly being started, a large number of agents logging out, a spike in the hit rate and other changes

Predictive Transient Calls: Indicates the number of hits (connects) that the system allows before the standard pacing algorithm takes effect

Predictive Expected Hit Rate: The hit rate value the system should use during the initial period. After a certain number of hits, specified by the value for Predictive Transient Calls, the standard pacing algorithm and hit rate calculation apply

Predictive Abandon Tolerance: Defines the abandoned rate that the system will tolerate during the initial period. This value works in conjunction with the setting for target Abandoned Percentage

Predictive Slowdown Factor: Determines how slow the algorithm will become when the actual abandon rate exceeds the desired abandon rate. When the abandon rate increases, the dialling must be slowed down to reduce the chances of further abandons. This slows down the rate at which the abandon rate decreases. The Predictive Slowdown Factor allows the user to balance these two quantities

What do you dislike?

since i have work on Aspect i dont find any negative point is this

Recommendations to others considering the product:

The contact center is overflowing with data that can provide valuable insights about what is working and what is not. Unfortunately, this valuable information is often locked away in disparate contact center systems, and there is no easy way to consolidate, correlate and display key information relevant to each employee's role.

What problems are you solving with the product? What benefits have you realized?

UMS issue

Manual Dialing issue