Aspect Delivers Unified Communications Solutions
with Comprehensive Applications and Services Portfolio
Aspect Introduces Six Unified Communications Applications for the Contact Center to
Help Companies Reduce Maintenance Costs 20 Percent and Improve Productivity 10 Percent
Aspect, a unified communications (UC) solutions provider, today announced the company is introducing six new UC applications
for the contact center that use software to target operational objectives with a specific set of capabilities. The UC applications
utilize the capabilities from its Aspect® Unified IP™ and PerformanceEdge™ Microsoft .Net Web services–based platform products to
help companies enhance their customer service, collections, and sales and telemarketing business process.
UC applications from Aspect include:
- Seamless Customer Service™ delivers the tools needed for comprehensive call response, including coordinated self-service/live
service and integrated assistance to improve first call resolution and enhance the overall customer experience.
- Blended Interaction™ provides inbound, outbound, self service and workforce optimization capabilities. By eliminating
complex integration and providing common management, reporting and administration, Blended Interaction gives contact centers
greater visibility, control and staffing efficiency in your multichannel contact center to enhance customer satisfaction and
improve business results.
- Streamlined Collections™ automates early stage collections and enables expert agent engagement for a more effective
delinquent account targeting strategy so contact centers can get more promises to pay faster, reduce servicing costs and
write-offs, and improve collections results.
- Optimized Collections™ utilizes performance, workforce and campaign management to enhance contact and calling strategies
by applying the right resources at the right times to increase right party contacts, lower staffing costs, improve collector
effectiveness and collections results.
- Productive Workforce™ delivers the tools and processes to help you optimize resource utilization and adopt a continuous
improvement culture. By motivating agents throughout their workforce lifecycle, contact centers can service more customers
with fewer agents, reduce customer interaction costs, and improve customer service, sales and collections results.
- Productive Workforce™ for Aspect® eWorkforce Management™ delivers the tools and processes to help Aspect eWorkforce
Management users optimize resource utilization and adopt a continuous improvement culture. By motivating agents throughout
their workforce lifecycle, contact centers can service more customers with fewer agents, reduce customer interaction costs,
and improve customer service, sales and collections results.
UC applications leverage a software-based UC architecture to help companies reduce communications silos while leveraging
presence for specific customer-facing business processes. For example, Seamless Customer Service offers contact center managers
comprehensive control and visibility over the customer experience as they traverse from self-service to live agent assistance,
and extends the interaction to the enterprise, as necessary, with the Ask an Expert capability powered by Microsoft Unified
Communications. Ultimately, Aspect customers can improve customer satisfaction by 8 percent, increase first call resolution
by 5 percent, improve productivity by 10 percent, and reduce overall maintenance costs by 20 percent.
The new UC applications, coupled with Aspect’s UC Services practice, enable Aspect to deliver a full range of UC solutions
across the enterprise and in the contact center.
“These new UC applications are a powerful statement from Aspect to the market— the company is clearly committed to bringing
specific capabilities for different business processes that will help companies as they adopt a unified communications strategy
and bring the contact center into these initiatives. By introducing the UC applications, Aspect is demonstrating its understanding
of the importance of integrating UC with business processes and the ability to deliver software and services tailored to a company’s
requirements," said Blair Pleasant, President & Principal Analyst, COMMfusion.
“Customer care and the contact center are very important to our strategic objectives. We’ve been using the capabilities of
Productive Workforce in our two contact centers and have seen a number of benefits, including increased productivity and reduced
costs. Implementing all these capabilities from Aspect has helped us centralize our reporting for greater flexibility and control,
and has opened the door for us to leverage unified communications in the future," said Mark Good, Vice President of Information
Systems, LCA Vision, Inc.
“After deploying the Productive Workforce capabilities from Aspect, we have seen a number of improvements in our contact center.
Having these capabilities packaged together from one vendor has helped in deployment and maintenance costs, in addition to increasing
agent productivity and improving customer care. Clearly, implementing a UC application from Aspect could help any company hit the
ground running with a UC strategy," said Larry Kasten, Assistant Vice President, CNA Surety.
“The UC applications were designed with a specific purpose in mind to help organizations improve particular business processes– such
as customer service, sales and collections -- while at the same time reducing ongoing expenses. Because the UC applications use targeted
software capabilities, they empower business users to manage and change the system dynamically and help free up IT for other projects.
These offerings, coupled with Aspect’s UC Services practice, deliver a true unified communications solutions portfolio of software and
services," said Mike Sheridan, Senior Vice President of Strategy and Marketing, Aspect.
Added Sheridan, “Aspect and Microsoft share a vision of software-powered UC solutions that address companies’ requirements throughout
the enterprise and in the contact center. The new UC applications and Aspect’s unified communications solutions portfolio further
demonstrates the company’s commitment to streamlining communications processes for all its business customers using Microsoft UC.”
Podcast
Q&A on UC Applications: Empowering the Business with UC
Blog Post
Contact Center: Unplugged blog post
Video
Unified Communications Architecture for the Contact Center
To learn more about UC applications from Aspect, please visit www.aspect.com.
About Aspect Unified IP
Aspect Unified IP is an IT-ready Microsoft .Net Web services platform product that unites customer
contact capabilities to help organizations execute on their unified communications strategies.
About PerformanceEdge
PerformanceEdge is an IT-ready Microsoft .Net Web services platform product that synchronizes workforce
optimization capabilities to help organizations execute on their unified communications strategies.
About Aspect
Aspect provides software and consulting services that turn the potential of unified communications into real
business results across the enterprise and in the contact center. Applying 35 years of insight and experience, Aspect helps
two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications.
For more information, visit www.aspect.com.
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