Contact Center Solutions Featured Article

Aspect Software, a company focused on unified communications for the contact center, today announced that the Miercom IP Contact Center Industry Study and Product Test Review recognized Aspect Unified IP as having the Best Supervisor and Real-time Monitoring/Reporting Capabilities.

 

As an independent product test center, Miercom recognized Aspect for advanced administration, recording and monitoring capabilities, and tight integrations to Unified Command and Control and PerformanceEdge.

 

"Aspect Software is delivering the best supervisor, reporting and monitoring capabilities in the contact center market," said Rob Smithers, chief executive officer, Miercom.

 

"Aspect has demonstrated its deep understanding of call center needs, especially for flexible, cost-effective IP solutions that can help supervisors and managers better monitor productivity and optimize performance. And, through Aspect Unified IP, and complementary technologies within Unified Command and Control and PerformanceEdge, Aspect has delivered these capabilities for both small- to mid-sized businesses and large contact center environments,” added Smithers.

 

According to Miercom, there are a number of key differentiators for Aspect Software which were highlighted in its product review.

 

Among these factors is that Aspect Unified IP offers unified management and supervisor capabilities through inherent Recording and Quality Management and Unified Command and Control enterprise multi-platform/multi-vendor real-time data aggregator.

 

In addition, Aspect does not partner with any other vendors to offer these advanced recording and reporting capabilities.

 

Unified Command and Control is a unique solution that allows contact centers to centralize reporting, routing, administration, and workflow management in a single console and can function alone or with disparate systems.

 

PerformanceEdge is an innovative performance optimization suite that offers tight integrations to Aspect Unified IP, as well as to other third-party ACDs and dialers. This allows contact centers to leverage advanced recording and speech analytics, quality management, performance management, and coaching capabilities.

 

"This recognition from Miercom validates that Aspect Unified IP, along with PerformanceEdge, offers exceptional real-time and historical tools that can help organizations better manage and monitor agents and applications in the call center, and ultimately save money and improve productivity," stated Mike Sheridan, senior vice president of strategy and marketing, Aspect Software. "Really, this award belongs to all of our customers. It is their feedback that has allowed us to build innovative capabilities that differentiate Aspect in the market and give call centers the tools they need for success."

 

Miercom is an independent product test center with hundreds of its product-comparison analyses published over the years in top network trade periodicals. Its reports regularly appear in Business Communications Review -- NoJitter, Communications News, Internet Telephony, Network World, xchange and other publications.

 

Aspect Software founded the contact center industry and is now the world's largest company solely focused on unified communications for the contact center. The company’s all-in-one, IT-ready solutions communications-enable customer service, collections and sales and telemarketing business processes for small and medium enterprises as well as for two-thirds of the Fortune Global 100.