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ACD and Call Management Products - Aspect
Aspect Unified IP 6.6 Boosts Service, Recording, Outbound Features
By Brendan B. Read TMC Magazine
Aspect has been doing some springtime renovations for its unified communications solutions. The result is Aspect (News - Alert)® Unified IP® 6.6 along with an enhanced version of Aspect’s Advanced List Management solution, version 3.0 SP2. The new functionality now available through the Aspect Unified IP 6.6 Enhanced include:
* Increased ‘Ask an Expert’ Capabilities
As well-trained contact centers are, equipped with knowledge bases and search capabilities to help solve customers’ issues, even they need assistance now and then. Aspect has made this possible without requiring annoying and expensive escalations or worse yet, giving customers another number to call.
Leveraging Microsoft (News - Alert) Office Communications Server 2007 R2, Aspect Unified IP allows contact center agents to search for and identify the appropriate expert on a particular subject matter. Agents can interact with the expert via instant messaging or by the phone to address the customer inquiry on the first contact. This release enables agents to access the ‘Ask an Expert’ functionality at any time, enabling them to be more empowered and informed for subsequent customer contacts. This feature improves first call resolution, maximizes the customer experience and can likely lead to greater customer loyalty, retention and revenues
* Outbound Marketing and Collections Upgrades
Aspect Unified IP 6.6 has made outbound lead generation, customer acquisition, service contacts and collections easier, and in compliance with ever-stricter regulations. This release tightly integrates Aspect Unified IP and the firm’s enterprise campaign management solution, Advanced List Management. This solid connectivity enables organizations to centrally drive outbound proactive contact, collections, sales and telemarketing programs. Improved network resiliency and a new auto-synch function ensure business continuity for outbound campaigns across Aspect Unified IP systems. Outbound pacing has also been improved.
* Improved Recording
Aspect has bolstered Unified IP’s recording capabilities with improved recording archiving, security and encryption. This allows companies to record interactions while complying with regulations, such as support for outbound recording in multiple locations.
Aspect has made its solution even easier to deploy. Aspect Unified IP 6.6 Enhanced has a starter kit that enables system installation by using default configuration data so organizations can accelerate their system provisioning for go live. It also has push-install that automates deployments in distributed environments, minimizing the effort on IT staff to deploy solutions across multiple systems and locations. Included in the software is a deployment wizard tracks the install throughout the entire process, making the process much simpler and significantly cutting deployment time.
“The new additions to Aspect’s Unified IP platform address some of the key issues for contact centers,” said Aphrodite Brinsmead, analyst, Customer Interaction Technologies, Ovum (News - Alert). “These tools enable enterprises to simplify business processes and gain more control over distributed contact centers. Aspect continues to differentiate itself in a competitive contact center industry by focusing on unified communications and its partnership with Microsoft.”
“Aspect is very focused on delivering enhancements to customers that bring increasing value to agents, supervisors and ultimately their end-user customers,” said Andy Bezaitis, senior vice president of product management, Aspect. “Much of this is done in conjunction with direct customer feedback to ensure that we’re not delivering technology for technology’s sake, but actually providing capabilities that will deliver significant benefits to organizations. Being able to deploy the solution quicker is very important, as well as delivering innovations that enable our customers to operate in a highly regulated and competitive environment. Our focus is on ensuring that our customers have the solution they need when they need it, and we believe we’ve accomplished that with Aspect Unified IP 6.6 Enhanced.”
Brendan B. Read is TMCnet’s Senior Contributing Editor.