Aspect Software Inc., announces the general availability of Aspect EnsemblePro 6.0.
This latest release from Aspect Software’s Unified Product Line offers substantial new features and functionality, including hosted services capabilities, enterprise quality monitoring, increased security functionality and expanded enterprise administration. The new product capabilities allow companies to more easily achieve their customer service, sales, and telemarketing and collections business objectives.
Aspect EnsemblePro is a complete contact centre solution that unites inbound, outbound and blended multi-channel contact (voice, e-mail, web and fax), while delivering robust queuing, routing, reporting and agent empowerment capabilities
The product also provides, for the first time, application service provider capabilities. The enhanced architecture enables service providers to host multiple clients segmented as individual tenants to prevent them from accessing or exhausting each other’s resources while leveraging a common platform.
“The newest version of Aspect EnsemblePro not only enters Aspect Software into the hosted services flexibility and security in solving their diverse contact centre challenges,” said Steve Herlocher, vice president of product management at Aspect Software. “Aspect EnsemblePro bridges the gap between inbound, outbound, self-service and quality monitoring functionality, enabling organisations to provide blended contact centre services easily. In addition to offering three times the scalability of previous versions, it offers the most comprehensive features and capabilities available today from any unified product.”
In addition to the ASP capabilities, Aspect EnsemblePro 6.0 includes other new functionality:
Enterprise Quality Monitoring – includes new visibility across multiple systems, screen monitoring and recording, agent performance scoring and enhanced search capabilities. Combined with the unified offering, this ensures that service delivery meets customer expectations.
Extensive Security Functionality – assists customer adherence with privacy, compliance and security requirements, while simplifying the burden on the IT staff. It enables the contact centre to have greater control of which agents have access to the centralised platform of IT databases, such as LDAP and Active Directory.
Expanded Enterprise Administration Capabilities – enables contact centres to have a single point of administration across multiple Aspect EnsemblePro solutions from a centralised platform.
“All of this new functionality comes on top of a product that already offers very robust skills-based routing, queuing, reporting and agent empowerment capabilities that are synonymous with all Aspect Software solutions,” said Herlocher.
Aspect EnsemblePro addresses the need for reduced complexity in the contact centre. Architected and built from the ground up, it integrates multiple applications for both traditional voice and voice-over-Internet protocol (VoIP), including an automatic call distributor (ACD),predictive dialler, interactive voice response (IVR), recording, and unified reporting and administration, in a single solution. It bridges the gap between inbound and outbound contact centre solutions for organisations that need to provide blended contact centre services.