Aspect Unified IP Wins Miercom Rated Best Award for IP Contact Centers

Aspect Software, Inc., the world’s largest company solely focused on unified communications for the contact center, today announced that Aspect® Unified IP™ was recognized with the Best Supervisor and Real-time Monitoring/Reporting Capabilities in the Miercom IP Contact Center Industry Study and Product Test Review. Miercom, a leading, independent product test center, recognized Aspect for advanced administration, recording and monitoring capabilities, and tight integrations to Unified Command and Control™ and PerformanceEdge™.

“Aspect Software is delivering the best supervisor, reporting and monitoring capabilities in the contact center market,” said Rob Smithers, chief executive officer, Miercom. “Aspect has demonstrated its deep understanding of call center needs, especially for flexible, cost-effective IP solutions that can help supervisors and managers better monitor productivity and optimize performance. And, through Aspect Unified IP, and complementary technologies within Unified Command and Control and PerformanceEdge, Aspect has delivered these capabilities for both small- to mid-sized businesses and large contact center environments.”

Miercom highlighted a number of key differentiators for Aspect Software in its product review:

• Aspect Unified IP offers unified management and supervisor capabilities through inherent Recording and Quality Management and Unified Command and Control enterprise multi-platform/multi-vendor real-time data aggregator. Aspect does not partner with any other vendors to offer these advanced recording and reporting capabilities.
• Unified Command and Control is a unique solution that makes it possible for contact centers to centralize reporting, routing, administration, and workflow management in a single console and can operate alone or with disparate systems.
• PerformanceEdge is a leading performance optimization suite that offers tight integrations to Aspect Unified IP, as well as to other 3rd party ACDs and dialers, to allow contact centers to leverage advanced recording and speech analytics, quality management, performance management, and coaching capabilities.

“This recognition from Miercom validates that Aspect Unified IP, along with PerformanceEdge, offers exceptional real-time and historical tools that can help organizations better manage and monitor agents and applications in the call center, and ultimately save money and improve productivity,” said Mike Sheridan, senior vice president of strategy and marketing, Aspect Software. “Really, this award belongs to all of our customers. It is their feedback that has allowed us to build innovative capabilities that differentiate Aspect in the market and give call centers the tools they need for success.”
 
For further information about Miercom’s 2008 Contact Center Industry Study please contact reviews@miercom.com
 
About Miercom
Miercom is a leading, independent product test center with hundreds of its product-comparison analyses published over the years in leading network trade periodicals. Our reports regularly appear in Business Communications Review – NoJitter, Communications News, Internet Telephony, Network World, xchange and other publications.
 
The company, founded in 1988, has pioneered the assessment of networking hardware and software. We employ our own proprietary methodologies for testing products from enterprise class VoIP gateways and IP PBX’s to carrier grade switching equipment. Miercom’s private test services include competitive product analyses as well as individual product evaluations.
 
Miercom features comprehensive certification and test programs including Reliability Assured, Certified Secure™ and Certified Green™. Products may also be evaluated under the NetWORKS As Advertised™ program, in which networking-related products must pass a comprehensive, independent assessment of their usability and performance as compared to advertised specifications.
 
Unified IP product line
Architected to help organizations execute on their unified communications strategies, the Aspect Software Unified IP™ products are all-in-one, IT-ready solutions that bring extreme flexibility to dynamic organizations. Aspect® Unified IP™ is a session initiation protocol (SIP)–based Voice over Internet Protocol (VoIP) product that unites automatic call distribution (ACD), predictive dialing, voice portal, Internet contact, workflow management, multichannel recording and quality management applications in a single software platform. Unified Command and Control™ is a highly scalable product that consolidates administration, reporting and routing across multiple contact center applications and locations. Aspect voice portal applications, deployable as either standalone software or within Aspect Unified IP, empower customers with speech self service while seamlessly extending to live assistance as required.
 
About Aspect Software
Aspect Software Inc. founded the contact center industry and is now the world’s largest company solely focused on unified communications for the contact center. Our all-in-one, IT-ready solutions communications-enable customer service, collections and sales & telemarketing business processes for small and medium enterprises as well as for two-thirds of the FORTUNE Global 100. For more information, visit www.aspect.com.