Aspect Software, a company that specializes in unified communications solutions for contact center, has just released the new 10.2 version of its Aspect Spectrum Automatic Call Distribution (ACD.
The new version comes with intelligent routing capabilities and an improved user interface.
Aspect Software’s automatic call distribution products are designed to help businesses to engage in superior, cost-effective interactions with their customers. Aspect offers ACD capabilities in Aspect Unified IP, as well as in two standalone ACD solutions – Aspect CallCenter ACD and Aspect Spectrum ACD.
The Aspect Spectrum ACD, an inbound solution supports critical, high-volume customer interaction by combining ACD functionality with sophisticated computer telephony integration applications in both traditional circuit-switched infrastructures and software-only IP environments.
The previous version, ACD 10.1, which was released in 2007, included Session Initiation Protocol(SIP)-based Voice over IP (VoIP) capabilities designed specifically to reduce operational costs and increase flexibility.
Additional innovations are being delivered in the Aspect Spectrum ACD 10.2 release, said the company. The version includes features that offer intelligent overflow capabilities for the VIPR card to better support multi-site contact routing requirements in a SIP environment.
The new version also includes various customer-driven enhancements, including; Data-directed routing and scripting enhancements, with tighter integrations to customer data for improved real-time routing, premier skills-based routing and graphical user interface improvements in adding skills to agents, increased recording features through tight integrations with Aspect Quality Management for supervisor recordings.
Additionally, Web Powered Agent user interface improvements are also added for the thin client agent desktop application. The version supports easier upgrades and improved logging too.
Moreover, this release includes a number of third-party updates, including enhanced virtualization support, which allows customers to reduce their physical footprint of the solution by requiring less hardware and lowering operational costs.
“Aspect is continuing to help our customers leverage virtualization tools to lower costs and increase flexibility," said Serge Hyppolite, director of interaction product management, Aspect.
Emphasizing the importance of virtualization to organizations, Hyppolite mentioned that Aspect will continue to focus on capabilities and functionality that will allow them to reduce physical infrastructure costs, expand global reach and leverage appropriate resources regardless of their physical location.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse
Jai C.S. is a contributing editor for TMCnet. To read more of Jai's articles, please visit his columnist page.
Edited by Michelle Robart
The new version comes with intelligent routing capabilities and an improved user interface.
Aspect Software’s automatic call distribution products are designed to help businesses to engage in superior, cost-effective interactions with their customers. Aspect offers ACD capabilities in Aspect Unified IP, as well as in two standalone ACD solutions – Aspect CallCenter ACD and Aspect Spectrum ACD.
The Aspect Spectrum ACD, an inbound solution supports critical, high-volume customer interaction by combining ACD functionality with sophisticated computer telephony integration applications in both traditional circuit-switched infrastructures and software-only IP environments.
The previous version, ACD 10.1, which was released in 2007, included Session Initiation Protocol(SIP)-based Voice over IP (VoIP) capabilities designed specifically to reduce operational costs and increase flexibility.
Additional innovations are being delivered in the Aspect Spectrum ACD 10.2 release, said the company. The version includes features that offer intelligent overflow capabilities for the VIPR card to better support multi-site contact routing requirements in a SIP environment.
The new version also includes various customer-driven enhancements, including; Data-directed routing and scripting enhancements, with tighter integrations to customer data for improved real-time routing, premier skills-based routing and graphical user interface improvements in adding skills to agents, increased recording features through tight integrations with Aspect Quality Management for supervisor recordings.
Additionally, Web Powered Agent user interface improvements are also added for the thin client agent desktop application. The version supports easier upgrades and improved logging too.
Moreover, this release includes a number of third-party updates, including enhanced virtualization support, which allows customers to reduce their physical footprint of the solution by requiring less hardware and lowering operational costs.
“Aspect is continuing to help our customers leverage virtualization tools to lower costs and increase flexibility," said Serge Hyppolite, director of interaction product management, Aspect.
Emphasizing the importance of virtualization to organizations, Hyppolite mentioned that Aspect will continue to focus on capabilities and functionality that will allow them to reduce physical infrastructure costs, expand global reach and leverage appropriate resources regardless of their physical location.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse
Jai C.S. is a contributing editor for TMCnet. To read more of Jai's articles, please visit his columnist page.
Edited by Michelle Robart
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