Aspect Unified IP 7 , the platform that powers Aspect’s unified communications applications for customer contact has been released.
The release provides new functionality that gives contact centres power and control over business workflows, efficient and flexible enterprise-wide administration across multiple locations, high scalability, an intuitive user experience and simplified IT management.
Aspect Unified IP unites a comprehensive set of customer contact capabilities including inbound routing, outbound dialling, voice self-service, recording, quality monitoring, short message service (SMS), instant messaging (IM), chat, email and real-time and historical reporting.
“With Unified IP 7, Aspect has achieved its vision for a state-of-the-art customer contact solution which truly addresses the needs of next-generation contact centres,” said Joe Outlaw, Principal Analyst, Frost & Sullivan. “Aspect Unified IP 7 leverages unified communications and collaboration technologies and delivers a highly functional, scalable solution with the reliability and richness required by leading enterprises and their mission critical contact centres.”
New Features in Aspect Unified IP 7
- Contextual Enterprise Routing and Manageability
- High Availability
- Dynamic Inbound Routing
- Enhanced Agent Desktop to Support Microsoft Unified Communications and Collaboration
Aspect has also further enhanced its “Ask an Expert” functionality, available within the agent desktop, to utilise Microsoft SharePoint 2010 for additional search capabilities across the enterprise. This enhanced agent desktop supports complete workflow scripting that allows for preferred agent routing and multi-case handling and incorporates new multi-line telephony features.
- Improved Notification and Outbound Campaign Management
- Enterprise Recording and Monitoring via the Quality Management Capabilities
Through the tight integration with Aspect Unified IP, Aspect Quality Management provides search capabilities for fast retrieval of recordings and is integrated as part of the supervisor’s dashboard within Unified Command and Control – Real-Time Reporting.
Gary Barnett, chief technology officer, Aspect, said “Aspect Unified IP 7 has several important capabilities, including Contextual Enterprise Routing for improved technology and agent resource utilisation to enhance customer experience; and Unified Command and Control for improved administrative efficiency across sites and components and enhanced, real-time decision making.”