New Delhi: Aspect Software Inc., focused on the contact center, announced a corporate strategy to educate the market on the critical role the contact center must play in the development of an organization’s overall unified communications strategy. The company’s all-in-one, IT-ready Aspect Unified IPand PerformanceEdge solutions will help power unified communications for the contact center. A series of upcoming product enhancements designed to ensure interoperability between Aspect Software solutions and unified communications applications will further support this initiative.
Bern Elliot, research vice president at Gartner, said, “It is important for organizations to include the contact center as part of their broader unified communications strategy because customers can be a key beneficiary of the value that unified communications brings. To succeed, enterprises should leverage contact center technology broadly into their enterprise, and similarly contact centers should understand how to leverage enterprise UC technology into their operations.”
Mike Sheridan, senior vice president of strategy at Aspect Software, stated, “When we did the math on this, we were startled. Aspect customers manage about 125 million interactions a day, which means they have to reach into the enterprise an average 12.5 million times,” he added, “Aspect believes that organizations of all shapes and sizes need a unified communications strategy that takes the front lines of customer contact into account. The contact center already has the experience, applications and processes needed to reduce the amount of time it takes to get calls to knowledge workers, to record those calls for quality of service and provide reports to track how well the whole process is working. Without the contact center insight, organizations are at an extreme disadvantage when it comes to crafting and executing a unified communications strategy, and most importantly, delivering the experience today’s consumer demands and deserves.“
Aspect will support its unified communications for the contact center strategy with current versions of Aspect Unified IP, a session initiation protocol (SIP)-based voice over IP (VoIP) unified contact center solution and PerformanceEdge.
Aspect
