CHELMSFORD, Mass., 7 August 2007—Aspect Software, Inc., the world’s largest company solely focused on the contact center, today announced it has received the 2007 Speech Technology Excellence Award for Aspect® Quality Management™ from Customer Interaction Solutions magazine. Aspect and its quality monitoring product were recognized for the improvements and technological advancements that they have contributed to enhancing speech technology.
Aspect Quality Management provides call logging, 100 percent call recording, and quality monitoring capabilities to help organizations meet regulatory requirements, document customer interactions and improve service. Through an innovative partnership with CallMiner, a leading developer of speech analytics solutions, Aspect Quality Management also offers speech analytics capabilities that enable users to analyze and generate reports on the content, context, purpose and outcome of every recorded conversation through tight integrations with automatic call distributors (ACDs), predictive dialers, and private branch exchanges (PBXs).
“Speech technology has really matured in the last several years and we’re beginning to see a significant uptake in the number of customers that are leveraging this technology in their contact centers,” said Brian Derr, vice president of quality management solutions for Aspect Software. “By partnering with CallMiner we are able to add speech functionality to Aspect Quality Management which plays a key role in helping contact centers deliver a positive customer experience. Being recognized by Customer Interactions Solutions with this award helps validate the Aspect Software strategy and positively reflects the company’s ongoing efforts to listen to our customers, leverage our relationships with innovative technology partners, and provide products that help them meet their contact center objectives.”
Aspect Quality Management helps pinpoint the most appropriate customer interactions to analyze and enables evaluation of those interactions to help companies identify areas for improvements with people and processes. The solution spots trends in performance and customer satisfaction, then breaks down the analysis to determine the root cause of the trend in order to take action. This is done in near real-time with the automated speech analytics component. Through regular monitoring and performance analysis driven by speech analytics, contact center managers are armed with the tools and information they need to provide feedback up and down the organization hierarchy, and recommend additional training or company action as appropriate.
“Aspect Software has demonstrated to the editors of Customer Interaction Solutions that the company is both innovative and a leader in the speech technology industry. Aspect Quality Management has proven its superior capabilities and has ultimately improved the bottom line for its customers,” said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Interaction Solutions.
About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on providing session initiation protocol (SIP)-based Voice over Internet Protocol (VoIP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its trusted Signature product line offers automatic call distributors (ACDs), dialers, voice portals and computer telephony integration (CTI). The company’s leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and campaign management applications. And, its pioneering Aspect® Unified IP™ product delivers a comprehensive, multichannel solution. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com
Note: Aspect, Aspect Software and Quality Management are trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. All other trademarks or trade names are the property of their respective owners.
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