Aspect Software has introduced six unified communication (UC) applications for contact centres to its product portfolio.
Based on session initiation protocol (SIP)-based voice over IP (VOIP) capabilities, the UC applications allow contact centres to improve specific business processes.
By bringing together a specific set of product capabilities, Aspect says its UC offering leverages standards-based software to target specific business processes.
"The UC applications were designed with a specific purpose in mind to help organisations improve particular business processes such as customer service, sales and collections, while at the same time reducing ongoing expenses," explains Henry McCracken, Aspect Software regional sales director for Africa.
"Because they use targeted software capabilities, they empower business users to manage and change the system dynamically and help free up IT for other projects."
According to the company, integrating standards like SIP into unified communications allows businesses and contact centres to make better technology investments that fit into wide-ranging budgets. This means that being locked into high-cost, inflexible proprietary technologies can be avoided.
McCracken says standards-based software can help ensure interoperability with UC applications like presence engines, unified messaging, instant messaging, conference calling and contact centre capabilities, increasing the likelihood of a more successful UC deployment.
"What's more, SIP applications can enable contact centres to more easily 'mix and match' equipment and applications from multiple vendors, making previous technology investments more cost-effective - very important when every budget rand is hard to come by," continues McCracken.
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