Aspect, a provider of customer contact and Microsoft platform solutions, has revealed the immediate availability Aspect Unified IP7, a platform that powers its unified communications applications for customer contact.
According to Aspect, the release provides significant new functionality that gives contact centres power and control over business workflows, efficient and flexible enterprise-wide administration across multiple locations, high scalability, an intuitive user experience and simplified IT management.
“It serves as a foundation to deliver next-generation communications for customer service, collections, and sales and telemarketing organisations, while providing for collaboration between the contact centre and the rest of the enterprise to improve the overall customer experience,” the company said in a press statement.
It adds that Aspect Unified IP 7 unites a comprehensive set of customer contact capabilities including inbound routing, outbound dialling, voice self-service, recording, quality monitoring, SMS, instant messaging, chat, e-mail and real-time and historical reporting.
“With Unified IP 7, Aspect has achieved its vision for a state-of-the-art customer contact solution, which truly addresses the needs of next-generation contact centres,” says Joe Outlaw, principal analyst at Frost & Sullivan.
“Aspect Unified IP 7 leverages unified communications and collaboration technologies and delivers a highly functional, scalable solution with the reliability and richness required by leading enterprises and their mission critical contact centres,” he adds.
Gary Barnett, chief technology officer at Aspect says: “Unified IP 7 addresses both the changing landscape of customer contact - driven by rapid advances in communications and mobility technologies - and the shift in technology necessary for customer-centric organisations to create rich, multi-channel customer contact experiences.”
He also explains; the solution is designed to help organisations easily transition to a next-generation, multi-channel platform at their own pace while benefiting from cost containment and greater efficiency through collaboration within the contact centre and between the contact centre and the rest of the enterprise.
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