Aspect have announced that new enhancements to its UC applications for the contact centre are generally available to include new instant messaging capabilities, expanded presence functionality within the contact centre, and increased integration with the Tellme(R) on-demand voice portal. The new features, available through the Aspect(R) Unified IP(R) 6.6.1 platform product, augment the unified communications capabilities available through the UC applications' core queuing, routing, and reporting functionality.

"The newly added capabilities within the UC applications are a testament to the company's continuing commitment to delivering robust UC functionality to the contact centre and the enterprise," said Sheila McGee-Smith, McGee-Smith Analytics. "The increased instant messaging functionality will be a key differentiator for contact centres that want to leverage flexible and reliable channels to interact with customers and knowledge workers across the enterprise."

The new functionality in this latest release adds significant value to the company's UC applications for the contact centre, specifically Seamless Customer Service(TM), Streamlined Collections(TM), and Blended Interaction(TM). UC applications use software to target operational objectives with specific capabilities from the Aspect Unified IP and PerformanceEdge(R) platform products. The new features include:

- Improved instant messaging (IM) routing for enhanced customer interactions. Customers will be able to interact with contact centre agents through various methods like Microsoft Office Communicator and over the web with click-to-IM. Customers can incorporate the IM address for the companies that they do business with as part of their "buddy lists" and can interact with the contact centre via IM. With the power of Microsoft(R) Office Communications Server and Aspect UC capabilities, customers can view the presence of the customer service queues and their estimated wait time within the IM client. IM routing also offers an auto attendant capability, or interactive messaging response (IMR), enabling the contact centre to fully automate and script a response to an incoming instant message and/or intelligently route the customer to an IM-based agent. These features are available for Seamless Customer Service and Blended Interaction.

- Extended presence and IM communications within the contact centre. Agents can instant message with other agents and supervisors for escalations, coaching tips, and to receive assistance with customer inquiries. These features are available for Seamless Customer Service, Streamlined Collections, and Blended Interaction.

- Unique hybrid integration with Tellme's on-demand voice portal platform.
The Aspect On-Demand Voice Portal, powered by Tellme, helps companies leverage a number of network-based services, such as proactive customer contact, post-call surveys, automated appointment reminders, notifications, and business continuity with on-demand self service. These features, currently only available to organisations in North America, are offered in Seamless Customer Service, Streamlined Collections, and Blended Interaction.

- Improvements in email handling. This includes agent productivity improvements and auto responses. These improvements are available in Blended Interaction.

"More companies are asking for robust IM and voice portal features to streamline communications and deliver a quality customer experience," said Serge Hyppolite, director of interaction product management, Aspect.

"Thanks to our global strategic alliance with Microsoft and our partnership with Tellme, Aspect is best equipped to bring these capabilities to the market and demonstrate the value of unified communications in the contact centre and the enterprise."

additional information

aspect - website - email - 1st july 2009