Aspect Upgrades Unified IP Platform for Contact Centers

Aspect Software Inc. announced Monday enhancements to its unified IP solution for contact centers, including new functionality, such as proactive contact and compliance enhancements for collections, simplified installation, enhanced security and high availability. The new version, Aspect Unified IP 6.6, is generally available.

In addition, the company has released an enhanced version of its Advanced List Management solution, version 3.0 SP2, which supports outbound campaign strategies for contact centers.

Among the new capabilities available in version 6.6 is the ability for call center agents to access the existing “Ask the Expert” functionality at any time to aid in achieving first-call resolution. Using Microsoft Office Communications Server 2007 R2, Aspect Unified IP allows contact center agents to search for and identify a subject matter expert they can interact with via IM or phone to address the customer inquiry.

In addition, numerous customer-driven enhancements were incorporated into the release, including increased flexibility for quality management, reduced system footprint with virtualization, disaster recovery and high availability models across a WAN and campaign management improvements for proactive contact and outbound compliance. Collections capabilities also were added in support of outbound recording in multiple locations, and improved outbound pacing, false positive accounting and reporting for Ofcom regulatory compliance in the Unified Kingdom.

To accelerate the deployment process, Aspect Unified IP 6.6 Enhanced also 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.

This release tightly integrates Aspect Unified IP and Aspect’s 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 WAN. Improved network resiliency and a new auto-synch function, ensures business continuity for outbound campaigns across Aspect Unified IP systems.

Finally, this release provides customers built-in quality management capabilities of Aspect Unified IP while protecting their existing investment in third-party call loggers and quality management platforms. Improved recording archiving, security and encryption allows companies to record interactions while complying with regulations.