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Aspect Innovation

Aspect solutions embrace today's empowered consumer and the collaborative IP-enabled enterprise

Having revolutionized customer and company communications with the invention of the modern day contact center, Aspect Software has been leading industry developments since 1973. With nearly 1,000 patents and patents pending worldwide, Aspect innovations take advantage of game-changing technologies that can enable companies to deliver more – more experience, more insight and more access to knowledge workers who have the expertise to make a positive impact on more customer relationships than ever before.

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2008: Aspect first introduces Unified Communications for the Contact Center
2007: Aspect ships 800th unified contact center solution
2007: Announces industry’s first Session Initiation Protocol (SIP) Interoperability
           Guarantee
2006: Aspect patents providing screen-pops via SIP
2000: Patent for schedule adherence system
1997: Introduced LYRICall™, First Browser-Based Agent Desktop solution
1997: Aspect creates method of routing call to multiple destinations in real-time.
1996: Aspect offers first generation of Unified Contact Center platform; invents
           virtual outbound enterprise campaign management
1996: Patented method for forming a virtual call center
1996: First unified voice over IP (VoIP)/time-division multiplexing (TDM) Architecture
1995: Aspect introduces Web Callback with the Internet
1995: Aspect patents the ability to access real-time data in an automatic call
           distribution system
1993: Patents automatically scheduling customer calls backs; launches IQueue            system
1989: First Predictive Dialing technology patented
1985: Aspect introduces first standards-based automatic call distribution (ACD)            system with the launch of the Aspect® CallCenter® ACD
1983: First outbound computer telephony integration (CTI) implementation
1981: Aspect founds modern-day outbound contact center industry with the launch            of the first intelligent automated dialer
1975: First workforce management software launched by Aspect Software
1973: Aspect founds modern-day inbound contact center industry with launch of the            Galaxy, the first intelligent ACD; first customer is Continental Airlines

From the first five nines ACDs, to leveraging the latest IP-based presence and collaboration tools, Aspect is at the forefront of innovation. 

And, that innovation leadership and insight is shared with the global contact center community. Aspect Software is an active participant in industry standards organizations like the SIP Forum, the VoiceXML Forum and the W3C. By contributing to important standards, like State Chart XML (SCXML) and Voice XML 3 (V3), organizations benefit from increased choice and control across their organizations. 

Aspect Software innovations recognize the enterprise shift toward a new standards-based software model that uses virtualization and collaboration to increase employee productivity. Common infrastructure technologies like IP telephony, rich presence, and shared directories and calendars, combined with high value applications like unified contact centers, multimedia conferencing, and unified messaging are core to this new model. Ultimately, this combination promises to transform customer-company interactions through unified communications for the contact center by enhancing the overall customer experience and improving contact center productivity, creating greater customer loyalty and improved top and bottom line.