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Contact Centre Upgrade Announced
By CXOtoday Staff
Mumbai, Jun 11, 2007 1625 hrs IST
Aspect Software's Aspect Unified IP 6.5, which is a Session Initiation Protocol (SIP)-based Voice over Internet Protocol (VoIP) unified contact centre solution, provides Automatic Call Distribution (ACD), predictive dialing, voice portal capabilities, internet contact, workflow management, multi channel recording, and quality management.
It also includes an embedded voice portal for advanced speech recognition and text-to-speech, advanced outbound list management, multi-tenancy, and portioning that support the SaaS model.
According to the company s press release, this new enhancement will reduce complexity and enable organizations to better respond today's consumers.
Aspect Unified IP6.5 can support about 100 servers for small and medium-sized contact centres, thus reducing their costs to 'tens of thousands' agents via centrally managed linked systems for enterprise contact centres.
The product allows IT to select their transport of choice using either open source VoIP, such as the Asterisk IP-PBX, closed source VoIP or traditional voice.
Aspect Unified IP6.5 is an upgrade for Aspect EnsemblePro, and includes localization in simplified Chinese and English. Subsequent release of the product, over the months, will include localization for Spanish, French, German, Brazilian, Portuguese, Thai, Japanese, Traditional Chinese, and Korean.
Aspect Unified IP6.5 will be available to consumers from 28 June 2007.
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Will this upgrade be able to address the problems faced by the consumers?
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