Aspect Unified IP 7 Platform Provides Next-Generation Customer Contact

Aspect has announced that its Aspect Unified IP 7, a platform designed to power Aspect's unified communications applications for customer contact, has been made available. With this release, Aspect can provide significant new functionality for contact centers, serving as a foundation to deliver next-generation communications for customer service, collections, sales, and telemarketing organizations, while enhancing collaboration between the enterprise and contact centers.

Aspect Unified IP provides a comprehensive and united set of customer contact capabilities, including inbound routing and outbound dialing, quality monitoring, instant messaging, real-time and historical reporting, and more. Contact centers are given power and control over business workflows, as well as efficient and flexible administration over multiple locations, high scalability, simplified IT management, and an intuitive user experience.

Among the critical new features that Aspect Unified IP 7 provides are contextual enterprise routing and manageability, dynamic inbound routing, an enhanced agent desktop that supports Microsoft unified communications and collaboration, and enterprise recording and monitoring via its quality management capabilities.

“This announcement shows that Aspect is leveraging their close relationship with Microsoft to support expert agent capabilities," says Don Van Doren of UCStrategies and UniComm Consulting, LLC. "But Unified IP 7 goes beyond this to introduce additional unified communications capabilities that further extend the reach of contact center technology into the rest of the enterprise.”

According to Nancy Jamison, UCStrategies UC Expert, "Two years in the making, Release 7 combines the feature/function of Aspect's legacy acquisitions, and satisfies all the functional requirements that the industry has embraced through the combination of UC, contact center, collaboration, and social media. This is a very well-thought out release that is not a 'me too' release. In addition to intelligently-planned out features that bring UC, collaboration and social media functionality smoothly into the agents’ work environment, Aspect also took the additional step of including their legacy contact centers into their intelligent routing schemes so that customers have more of a seamless evolution strategy."

For more information, visit www.aspect.com.