Aspect and Dell Services Working Together For Contact Centers

Aspect entered into a new strategic relationship with Dell Services to help customers acquire end-to-end next-generation unified communications solutions, centering around Microsoft Lync, Microsoft Dynamics, and Dell servers. The joint solutions will incorporate hardware, software, services and support, enabling customers to tailor their communication systems and contact center solutions to best fit their needs.  

As a proof point of this relationship, Aspect has been selected by Golfbreaks.com to integrate its customer relationship management system, web chat, voice calls, and emails into a single system. Aspect will collaborate with Dell to implement its Aspect Unified IP v7 and workforce optimization applications, integrated with Microsoft Lync and Microsoft Dynamics CRM.

As Golfbreaks.com is entering a period of growth, and aims to become the top provider of golfing holidays, it's vital that its IT infrastructure completely support its business goals while remaining flexible. With Aspect, its customer service operation will be able to meet the increased demand and improve the booking process for customers without requiring additional resources or employees.

Aspect will integrate its multimedia applications into Microsoft Lync and Microsoft Dynamics CRM, with help from Dell's servers and operating systems, while providing Golfbreaks.com with a software developer's kit and full training in PCI compliance. Its voice technology is already active on the site, while CRM, web chat, email, call recording, and blended interaction for agents with multiple channels are due to go live in the summer. The voice implementation has been completed weeks before the predicted deadline and within the budget.

"The Aspect press release where they join forces to combine their contact center offering with Dell Services to deliver a unified communications solutions for contact centers is interesting, and something that many other providers of voice and collaboration infrastructure have done in the past," says Jason Andersson, UCStrategies UC Expert. "For example HP collaborating with Avaya and Aastra for UC solutions."

Andersson adds, "The partnerships are attempting to simplify the situation for end customers who need contact center and collaborative solutions where IT systems, servers, etc., are at the core. This in itself is commendable, however, it does shine a light on the industry's problem of having very complicated solutions that require very deep vertical competence to bring them into fruition. It would be interesting to find vendors working with their own research and development to actually simplify installation and reduce the system complexity, but that would require true partnership with a number of IT partners and possibly be contra productive to the very lucrative services industry."

For more information, visit Aspect or Dell.