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Aspect

Aspect Unified IP - Enterprise Contact Center Solution

by Aspect

Aspect provides a unified contact center solution that uses unified communications capabilities from Microsoft to optimize business processes throughout the enterprise and the contact center.

Aspect Unified IP is built specifically to take advantage of the capabilities of Microsoft Lync Server 2010 to eliminate the barriers between the contact center and the enterprise. It offers full agent access to multiple communication channels on a unified agent desktop, to ensure that interactions between agents and knowledge workers are more agile, efficient, and tactical. With Ask an Expert functionality, agents can engage knowledge workers using presence, instant messaging (IM), voice, and desktop sharing.

Richer presence and more effective collaboration between contact center agents, supervisors, back-office staff, and knowledge workers expedite the exchange of information between all customer experience contributors to increase first contact resolution.

High reliability, performance, flexibility, and scalability are hallmarks of Aspect Unified IP. Along with Lync Server 2010, this platform aligns with key IT initiatives to standardize, virtualize, and reduce complexity and costs.

Gives consumers the ability to communicate via any channel. Aspect Unified IP supports inbound and outbound voice, email, chat, and, through Lync Server 2010, IM and desktop sharing.

Benefits:

The integration between Aspect Unified IP and Lync Server 2010 offers complementary capabilities to address the needs of the next-generation consumer.

The solution:

- Gives consumers the ability to communicate via any channel.
- Enhances collaboration between all contributors to the customer experience.
- Increases agent productivity and effectiveness.
- Reduces IT complexity and costs.

Aspect Unified IP - Enterprise Contact Center Solution has not been reviewed by any customers.

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Release Date

1/10/2011