TMC Recognizes Aspect Unified IP 6.5 for Contact Centers

By Susan J. Campbell

TMCnet Contributing Editor

 

The company known for solely focusing on the contact center has been recognized for its contribution to this industry. Aspect Software (News - Alert), Inc. has announced that Aspect Unified IP has been recognized with the 2007 IP Contact Center Technology Pioneer Award from Technology Marketing Corporation’s (TMC (News - Alert)) Customer Interaction Solutions magazine.

 

The 2007 IP Contact Center Technology Pioneer Award is designed to honor companies that have created a groundbreaking, successful IP contact center product or service.

 

Aspect Unified IP 6.5, a session initiation protocol (SIP)-based Voice over Internet Protocol (VoIP) contact center solution set to be generally available on June 28, 2007, provides automatic call distribution (ACD), predictive dialing, voice portal capabilities, Internet contact, workflow management, multichannel recording and quality management.

 

“TMC is proud to recognize Aspect Software with an IP Contact Center Technology Pioneer Award. Aspect Software has proven to the editors of Customer Interaction Solutions that its solution, Aspect Unified IP, has been designed with the needs of the contact center market in mind and the value of IP behind it,” said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Interaction Solutions. 

 

“Technology is the key to the success of any call center. This award was created as a way to acknowledge those who bring groundbreaking technologies to market while providing high quality and superior applications.”

 

As the next step for customers currently using Aspect® EnsemblePro™, Aspect Unified IP 6.5 is designed to deliver voice portal, recording and quality management, and unified reporting and administration features. The solution also unites multiple capabilities in a single platform, enabling customers to unlock specific functionality as needed.

 

Aspect positions its Unified IP as offering companies greater choice by enabling them to select their preferred transport technology, whether it is open source – such as Asterisk (News - Alert) – or closed source, session initiation protocol (SIP)-based Voice over Internet Protocol (VoIP) or traditional voice. Customers can also realize increased control through consolidated administration, routing and reporting in order to dynamically and easily make changes to their contact center workflow.

 

“The solution is designed to give organizations greater flexibility and control over customer interactions, ultimately helping them improve the customer experience they deliver and make a positive impact on the bottom line,” said Gary Barnett, chief technology officer and executive vice president at Aspect Software, in a Tuesday statement. “We are pleased to have our innovation and Aspect Unified IP acknowledged by Customer Interactions Solutions magazine.”

 

Beyond the standard features that Aspect offers in its software products, the Aspect Unified IP 6.5 also offers: an embedded voice portal for advanced speech recognition and text-to-speech; advanced outbound list management; and multi-tenancy and partitioning that supports a Software as a Service (SaaS (News - Alert)) model.

 

Receiving this recognition from TMC before the software is generally available is significant for Aspect Software and is likely to help propel swift adoption in the contact center industry. The real winners, however, are the end users who will benefit from the enhancements that Aspect is offering in its Unified IP 6.5.

 

Aspect has a strong reputation in the contact center space and TMC is well respected in the telecommunications industry. This award will well position Aspect in competitive situations where companies are seeking a unified contact center solution providing the flexibility and control they need to respond to customer service demands.

 

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.