NovaTel ASP to Deploy Aspect Unified IP to Enhance Contact Centers

Aspect (News - Alert) Software, Inc., announced that NovaTel ASP, Ltd., a provider of best-of-breed hosted contact center services, is taking advantage of the multi-tenant capabilities of Aspect Unified IP to offer automatic call distributor (ACD), voice portal, dialer, quality management, and unified reporting, routing and administration capabilities to both domestic and offshore contact center customers.

The company plans to utilize the solution’s inbound, outbound and blended call handling functionality to support its customers’ sales, telemarketing, and business process outsourcing (BPO) operations.

NovaTel ASP has deployed the Aspect Unified IP for more than 300 VoIP-enabled agents. A session initiation protocol (SIP)-based VoIP platform, it allows customers to significant lower costs for dedicated point-to-point circuits, international private line circuits (IPLC), private branch exchange (PBX), and customer premise equipment (CPE). These features provide an estimated cost savings of $35,000 per month.

Aspect Unified IP is also designed to scale from tens to thousands of seats, which is a key advantage for NovaTel ASP’s business growth strategy. The company plans to significantly expand its hosted contact center business.

"Our customers asked for a hosted unified solution with advanced call blending capabilities to address their dynamic business requirements," said Alan Saltzman, president and chief operating officer of NovaTel ASP, in a Thursday statement.

Saltzman continued: "We listened to our customers when they asked us to provide a full range of solutions to support their centers without them having to spend the cap-ex to acquire the systems themselves. We believe that Aspect Unified IP is the most robust solution available. And, the support from Aspect Software has been fantastic."

To determine what solution would best meet its needs, NovaTel ASP asked its customers what they expected from a hosted system provider. The overwhelming response was for a solution that could provide extensive inbound and outbound functionality, handle the legal and regulatory restrictions of their various markets, and provide the ability for their in-house personnel to manage the call lists and agent assignments as if the system were located at their own facility.

NovaTel ASP customers also wanted 24x7x365 technical support without the need to hire the expertise themselves. They also needed a hosted solution that was capable of handling a high volume of inbound and outbound calls from a remote location with having to commit to large amounts of dedicated bandwidth.

"We expect to expand our hosted offering of Aspect Unified IP as it continues to develop into the flagship product at NovaTel ASP," Saltzman added. “We require the security of a true partitioned multi-tenant system to support more than one customer on the same system without the possibility of a security breach. This critical capability was central to
NovaTel ASP's selection of Aspect Unified IP."

NovaTel ASP was fully aware of Aspect Unified IP’s reputation for robust outbound campaign capabilities, such as campaign and list management; high accuracy rates for voice, fax, modem, pager and answering machine detection; Do Not Call (DNC) list management; time zone management; external dialing and dynamic filtering. 

"Companies are clearly seeing Aspect Unified IP as the industry-leading unified solution, and NovaTel ASP is leveraging this solution to offer complete contact center capabilities in a hosted environment to customers,” said Serge Hyppolite, director of product management at Aspect Software, in Thursday’s statement.

“Aspect Unified IP's functionality and the flexibility that it offers to make intraday modifications as business needs change, gives supervisors and agents greater control over campaigns and customer interactions, Hyppolite continued. “As a result, NovaTel ASP's customers are benefiting from increased revenues, lower costs, and ultimately, an overall improvement in customer satisfaction."

Hyppolite added: "And, because NovaTel ASP can fully customize the solution to meet the individual and dynamic needs of its varied customers, Aspect Unified IP is helping NovaTel ASP to position itself as a leader in hosted contact center services."

NovaTel ASP took an innovative approach to its selection of the Aspect Unified IP as the company not only identified what was necessary to meet what it anticipated were its own needs and those of its customers, the company even went so far as to ask its own customers what was most important to them in a hosted contact center solution.

By taking this customer-centric approach to their selection, NovaTel ASP can ensure its future growth, as well as stout protection of its current base as it is taking a proactive approach to meeting customer needs, while also effectively identifying market needs. In doing so, the company has strengthened its position in the eyes of its customers, as well as in the market.