CX Solutions
Empowering contact centers with analytics, AI, WFM, and automation from the industry’s most innovative providers.
Cloud Contact Center Analytics
emite is a global leader in cloud contact center analytics, helping organizations understand why customer experiences break down, not just where.
With remote work now a permanent reality, customer expectations continuing to rise, and data spread across multiple systems, identifying the root cause of CX issues has become more difficult than ever. Without clear visibility, teams risk investing time, money, and resources into the wrong fixes, negatively impacting performance and productivity.
Key Benefits:
Data-Driven Insights
- Consolidate and analyze data from multiple sources to uncover trends, identify root causes, and focus improvement efforts where they matter most.
Efficient Resource Management
- By addressing real issues rather than symptoms, organizations can allocate time and budget more effectively while improving operational performance.
Scalable Integration
- Support complex, high-volume contact center environments with analytics designed to scale as operations grow.
Integrate applications, data sources, and services through a secure, real-time analytics layer that enables faster, more informed decision-making.
Unlock the full potential of your contact center today.
Conversational AI (CAI)
Parloa is a global leader in Agentic AI, focused on making customer interactions feel natural, seamless, and human-like.
Parloa enables organizations to deliver AI-powered conversations across voice channels, supporting customers 24/7 in multiple languages while also assisting human agents in real time to improve both customer experience and operational efficiency.
Key Benefits:
Personal AI Agents
- Autonomous, multilingual agents available around the clock.
AI Assist for Employees
- Real-time suggestions and translations that help agents respond faster and more accurately.
AI Agent Lifecycle Management
- Design, test, deploy, and scale AI agents using built-in simulations and safety controls.
AI Model & Data Orchestration
- Integrate advanced AI models across voice channels to support consistent and intelligent conversations.
Real-Time Translation (RTT)
- Instant voice translation across more than 100 languages.
AI Agent Management Platform (AMP):
A centralized platform that enables contact centers to design, deploy, and scale AI agents. It combines autonomous AI, real-time employee assistance, model orchestration, and robust safety controls to deliver high-quality, human-like interactions anytime and in any language.
Workforce Management (WFM)
Smarter scheduling. Better performance.
Aspect helps contact centers forecast demand, optimize schedules, and monitor performance in real time. The platform ensures the right people are in the right place at the right time while maximizing service levels and agent satisfaction.
Key Benefits:
Employee Self-Service
- Web-based tools that give agents flexibility for schedule management and approvals.
Multi-skill & Back Office Support
- Effectively balance front-office and back-office work across teams.
Forecasting Accuracy
- Advanced algorithms and historical data enable precise demand planning.
Business Planning
- Explore disruptions and resource constraints using unlimited what-if scenarios.
Schedule Optimization
- Align schedules with both business requirements and employee preferences.
Schedule Validation
- Test and refine schedules to identify the most effective options.
Real-time Adherence Monitoring
- Gain instant visibility into compliance regardless of contact center size.
Deployment Flexibility
- Available as hosted, on-premises, or cloud-based to fit operational needs.
As an Aspect Gold Partner for more than two decades, we bring deep expertise in workforce management. We support organizations through purchase, implementation, integration, training, ongoing optimization, and long-term evolution of their Aspect WFM solution.
