Customer Contact Solution Announced

Aspect Unified IP 7.3 has been announced.

The customer contact solution improves upon its predecessor by offering greater cloud-optimised deployment options and new proactive outreach compliance capabilities.

The solution also offers new compliance capabilities for outbound outreach to address the increasing consumer use of mobile devices and the impact of new call rulings from the FCC and FTC.

A new feature called Agent Initiated Contact leverages the routing and tracking capability of Aspect Unified IP, but removes the capabilities that previously could have triggered TCPA “autodial/auto-message capacity” criteria, depending on how the system was used.

This means the system can be used in a way to accurately determine when the auto dialler capability can be deployed and when call attempts should be agent initiated, so companies can keep in compliance without sacrificing productivity.

Additionally, customers can leverage Aspect Managed Services offerings to monitor and manage their technology to improve performance and system effectiveness when IT resources are scarce.

UIP 7.3 also features complete integration with Lithium’s Social Web Analytics and Aspect Social, a cloud-based offering that aligns interactions organisations have with customers on Facebook, Twitter, blogs and online communities with their overall customer contact operations.

“In today’s digital age, where consumers control the customer-company relationship, predictive and proactive care is a necessity for delivering exceptional and differentiated customer experiences,” said Chris Koziol, President and General Manager of Interaction Management at Aspect. “Because of this, optimal control over customer contact strategies and agile operations to address changing business requirements is essential.”

For more information about Aspect Software, visit their website.