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Contact Center Availability and Security Enhanced Through Aspect Enterprise Contact Server 6.2
TMCnet Contributing Editor
In an effort to offer organizations a way to improve the customer interaction experience, Aspect Software has announced the general availability of Aspect Enterprise Contact Server 6.2. This new release from Aspect is positioned as offering a robust application that blends automatic call distributor (ACD) functionality and computer-telephony integration (CTI), while delivering greater capacity and improvements to availability and security.
By incorporating the advanced routing and CTI capabilities of Aspect Uniphi Suite, the Enterprise Contact Server can lead to an improved customer interaction experience by routing the customer voice or Internet-based contact to the most appropriate agent, regardless of whether the agent is in a single or multisite contact center environment.
For contact center solely needing back-end system integration for screen pop capabilities, Aspect Software ( News - Alert) has also released a new version of Aspect Contact Server 6.2.
The Enterprise Contact Server 6.2 expands on the functionality of the Aspect Contact Server by integrating resources and data from across the enterprise. By easily pulling information from multiple channels, switches, reporting and administration interfaces, the solution creates a cohesive, real-time view of the contact center.
Both releases provide built-in real-time displays and historical reporting with standardized templates that can be customized to fit individual needs. In the event of network failure, automatic and quick recovery is possible with high availability enhancements. Security enhancements protect against threats by adhering to IT security policies.
Steve Herlocher, vice president of product management, Aspect Software, noted that these latest releases offer even greater functionality while also providing a seamless migration path for users of earlier versions of Aspect Contact Server, Aspect Enterprise Contact Server and Aspect Uniphi Suite.
Herlocher continued that consumers have clearly indicated that what they value most is being routed quickly to a knowledgeable agent. With these products, companies can be assured that they will be able to deliver what consumers want and ultimately providing a positive customer interaction experience.
Through Web interaction, agents are able to manage Web chat communications, providing white boarding, screen sharing, Web page and file push. Additionally, a Software Developer Kit enables the creation of a wide variety of custom integrations. These 6.2 releases support integration with Aspect® CallCenter® ACD, with support for Nortel and Avaya (News - Alert) ACDs to follow later this year.
There is little that is more frustrating when calling the contact center and after a ‘longer than comfortable’ wait time, being directed to an agent who cannot adequately address the reason for the call. This type of frustration delivers a negative image of the company and can impact customer loyalty.
Through the use of a solution such as Aspect Enterprise Contact Server 6.2, contact centers and agents are provided the necessary tools to deliver the type of contact experience that the customer expects. And, when customer satisfaction is at higher levels, agents also tend to be more satisfied and productive. As a result, the bottom line will see an increase in revenues and a decrease in costs – the ultimate goal for all organizations.
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