Aspect Announces General Availability of Aspect Unified IP 6.6 Enhanced
Service Pack Release Includes New Features that Enhance Functionality, Installation, Security and Performance
26 Apr 2010
CHELMSFORD, Mass., 26 April 2010 – Aspect, a global provider of unified communications (UC) and collaboration services and software, today announced the general availability of Aspect® Unified IP® 6.6 Enhanced with significant new features and innovative capabilities in this service pack release. The platform product, which powers the Seamless Customer Service™, Blended Interaction™ and Streamlined Collections™ unified communications applications for the contact center, includes new functionality like proactive contact and compliance enhancements for collections, simplified installation, enhanced security and high availability. Coupled with this release is an enhanced version of our Advanced List Management solution, version 3.0 SP2, which powers outbound campaign strategies for contact centers around the world. With intensive focus on quality, performance, and customer feedback, this enhanced release is a testament of Aspect’s commitment to deliver true value to customers.
“The new additions to Aspect’s Unified IP platform address some of the key issues for contact centers,” said Aphrodite Brinsmead, analyst, Customer Interaction Technologies, Ovum.
New Capabilities
Aspect Unified IP 6.6 service pack 2 now offers many new and enhanced capabilities.
Increased ‘Ask an Expert’ Capabilities
Leveraging Microsoft Office Communications Server 2007 R2, Aspect Unified IP allows contact center agents to search for and identify the appropriate expert on a particular subject matter. Agents can interact with the expert via IM or over the phone to address the customer inquiry on the first contact. This release enables agents to access the ‘Ask an Expert’ functionality at any time, enabling them to be more empowered and informed for subsequent customer contacts. Being able to contact experts outside of the contact center furthers the agents’ capabilities to continually improve first call resolution and maximize the customer experience.
Responses to Customer’s Feedback
Aspect continually incorporates feedback from customers to address specific requirements. Numerous customer-driven enhancements were incorporated into the release, including increased flexibility for quality management, reduced system footprint with virtualization, disaster recovery (DR) and high availability models across a wide area network (WAN) and campaign management improvements for proactive contact and outbound compliance. Collections capabilities were also added for support for outbound recording in multiple locations, and improved outbound pacing, false positive accounting and reporting for Ofcom regulatory compliance in the Unified Kingdom (UK).
Streamlined Installation Process
To accelerate the deployment process, Aspect Unified IP 6.6 Enhanced delivers a number of automation and push install capabilities. A starter kit enables the installation of systems using default configuration data so organizations can accelerate their system provisioning for go live. Push install automates deployments in distributed environments, minimizing the effort on IT staff to deploy solutions across multiple systems and locations. A deployment wizard tracks the install throughout the entire process, making the process much simpler and significantly cutting deployment time.
Enhanced Campaign Management with Advanced List Management
This release tightly integrates Aspect Unified IP and our enterprise campaign management solution, Advanced List Management, enabling customers to centrally drive outbound proactive contact, collections, sales and telemarketing strategies across multiple Aspect Unified IP systems over a wide area network. Improved network resiliency and a new auto-synch function, ensures business continuity for outbound campaigns across Aspect Unified IP systems.
Recording Enhancements
This release provides customers the flexibility to leverage the built in quality management capabilities of Aspect Unified IP while protecting their existing investment in 3rd party call loggers and quality management platforms. Improved recording archiving, security and encryption allows companies to record interactions while complying with regulations.
“Aspect is very focused on delivering enhancements to customers that bring increasing value to agents, supervisors and ultimately their end-user customers. Much of this is done in conjunction with direct customer feedback to ensure that we’re not delivering technology for technology’s sake, but actually providing capabilities that will deliver significant benefits to organizations,” said Andy Bezaitis, senior vice president of product management, Aspect. “Being able to deploy the solution quicker is very important, as well as delivering innovations that enable our customers to operate in a highly regulated and competitive environment. Our focus is on ensuring that our customers have the solution they need when they need it, and we believe we’ve accomplished that with Aspect Unified IP 6.6 Enhanced.”
About Aspect
Aspect is a global software and IT services firm specializing in applying Microsoft unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com.
Follow Aspect on Twitter at http://www.twitter.com/AspectUC.
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Aspect, Unified IP, Seamless Customer Service, Blended Interaction, Streamlined Collections and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.