Aspect Announces General Availability of Aspect Unified IP 6.6

Aspect, a unified communications and contact center software and services provider, today announced the general availability of Aspect® Unified IP™ 6.6 with a new Ask-an-Expert feature that utilizes the instant messaging and presence technology available in Microsoft Office Communications Server 2007. The latest release also offers enhanced outbound campaign features through Advanced List Management 3.0. These capabilities will help Aspect customers support their unified communications (UC) strategies and streamline customer service, collections, and telemarketing business processes.

Aspect Unified IP 6.6 seamlessly integrates with Office Communications Server 2007 to empower contact center agents with presence and preference information on experts in the enterprise. Combined with routing and prioritization capabilities, this Ask-an-Expert functionality enables contact center agents to engage any appropriate and available expert to assist with the customer inquiry. Aspect Unified IP customers, such as Datapoint, a systems integrator for enterprise and call center communications based in the United Kingdom, will be able to use this capability to improve first-call resolution and increase customer loyalty and satisfaction.

Aspect Unified IP 6.6 also provides Advanced List Management 3.0, a powerful outbound campaign management application that bolsters proactive contact, collections and telemarketing strategies. Available in four package options: Core, Dynamic, Campaign Optimizer and Enterprise, the Advanced List Management application enables companies to develop, deploy and analyze contact strategies to significantly improve right party contacts.

• Core – designed to manage outbound lists for dialing campaigns in single site environments.
• Dynamic – for contact centers who wish to manage call records and redial strategies in an automated fashion throughout the day with dynamic list filters for real-time record workflow, and automatic scripting of dialer manager operations functions such as list imports and exports, pacing adjustments, and notifications.
• Campaign Optimizer – for Best Time to Call strategies to contact customers at the time and place they are most likely to be reached.
• Enterprise – for managing multi-site, multi-dialer operations and to support disaster recovery requirements.

Additional capabilities available in Aspect Unified IP 6.6 include enhanced security and reliability, licensing control for hosted multi-tenancy environments, localization in Traditional Chinese, French, Thai, and support for Greek localized data, in addition to the already available support for Simplified Chinese, Korean, French, Japanese, Spanish, Portuguese, German and English.

Quotes on Aspect Unified IP 6.6

• “Aspect Unified IP 6.6 will definitely play a key role in our unified communications strategy,” said David du Toit, chief technology officer, Datapoint. “The product has clearly made an impact on how we identify experts and route interactions to them in the enterprise. Plans are underway for a wider rollout to leverage the Ask-an-Expert capabilities. We’ve been searching for a way to easily find experts in the enterprise to improve customer interactions, and Aspect Unified IP has helped us accomplish these business objectives.”
• “We recently upgraded to the latest version of Aspect Unified IP and are already witnessing positive results,” said the director of Call Center Operations at Carrington Mortgage Services, LLC. “Our contact center continues to handle a high volume of inbound and outbound calls, and we have leveraged the blending capabilities of this latest version to maintain our high standards of delivering ‘world class’ customer service, while boosting agent productivity at the same time.”
• “Organizations are looking for opportunities to improve the overall service they are providing to their customers. By developing upon Microsoft Office Communications Server 2007, Aspect is making it easier to take advantage of the core of knowledge that resides throughout the enterprise to get the right information to the customer at the right time,” said Roger Murff, director of unified communications partner marketing, Microsoft Corp. “The new expert agent capability in Aspect Unified IP is an important first step in implementing a unified communications strategy within the contact center to improve business processes and enhance the customer experience.”
• “More companies are looking for ways to make their communication channels more efficient, either through unified communications or through business process improvements such as campaign optimization tools,” said Serge Hyppolite, director of interaction product management, Aspect. “Aspect Unified IP 6.6 is going to help bring about an enterprise transformation that truly enhances the way companies interact internally and with their customers. The latest release is the culmination of 35 years of contact center expertise and our customers’ requests for advanced unified communications and list management capabilities.”

Podcasts
Q&A on Why Aspect for Unified Communications

Video
Ask-an-expert Demonstration- Aspect Unified IP
Unifying Your Contact Center Applications – Aspect Software

White Paper
Keeping the Customer In the Equation

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