Contact Center Solutions Featured Article

Aspect Unified IP Wins Miercom Rated Best Award

October 02, 2008

Aspect (News - Alert) 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 (News - Alert).
 
"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 (News - Alert), 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.

Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.

Edited by Michelle Robart

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!