Contact Centre Featured Article

October 02, 2009

Aspect UC Applications for Contact Center Leverage VMware


Aspect, a unified communications solutions provider, has reportedly announced that its UC applications for the contact center offer virtualization capabilities through VMware. 
Company officials said that this allows multiple UC applications to run in parallel as virtual machines, enabling more applications to run on a smaller footprint.  As a result, officials said, users can lower server utilization, reduce capital and maintenance expenses, and take advantage of smaller physical footprints.
 
"We know that improving efficiency and reducing IT complexity is a very high priority for our customers,” said Serge Hyppolite, director of interaction product management at Aspect (News - Alert), in a statement. “Aspect has a number of customers using VMware today with great results. Any organization that requires scalability, multi-tenancy and UC capabilities for the call center will benefit from our UC applications leveraging VMware."
 
Hyppolite said that in particular, companies like outsourcers and enterprise-size contact centers can run a UC application like Blended Interaction while simultaneously using the full capabilities of Productive Workforce to manage hundreds of agents and improve productivity all while reducing their server footprint and maintenance costs.
 
Aspect said that it provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact center.
 
Recently Aspect announced the general availability of PerformanceEdge (News - Alert) eLearning 8.2.5 with integration to the Aspect Unified IP platform product. This latest release provides an interface to Aspect Unified IP enabling users to monitor service levels in real time and dynamically push eLearning sessions to agents based on queue service level goals.
 
PerformanceEdge eLearning 8.2.5 lets the system automatically cancel an eLearning session if service levels are below pre-defined thresholds. This latest release is ideal for any inbound or blended Aspect Unified IP customer looking to reduce attrition and improve productivity.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Amy Tierney


Related Contact Center Solutions Articles

    Acqueon U-Nexis Now Integrates with UCCX 10.5

    Acqueon Technologies is a developer of software solutions for the customer collaboration industry. The company recently announced the availability of its U-Nexis, an outbound solution for the new Cisco Unified Contact Center Express 10.5 platform. [ Read More ]
    07/31/2014

    Micromax Invest in Brocade Ethernet to Power New Virtualized Data Center

    Micromax Informatics, an India-based mobile handset manufacturer is, according to an IDC research, one of the Indian vendors that has powered the Indian smartphone market surge in 2013. With 16 percent market share in India and a strong presence in neighboring South Asian countries, the company is giving multinational mobile companies like Nokia and Samsung a run for their money. Having established itself as the second-largest smartphone player in India, the company is seeking a larger share of … [ Read More ]
    07/31/2014

    How A Complaining Customer Can Be Your New Best Friend

    It's the kind of thing that's seldom thought of, particularly in the customer service field. There's a great opportunity in every complaining customer to make a new friend for the business, one that follows the brand, one that's willing to offer powerful word of mouth advertising, and one that's willing to stick with a business for life. But like all opportunities, it takes effort and diligence to realize, and there are some techniques to remember in order to turn that complaining customer into … [ Read More ]
    07/30/2014

    eGain Signs Definitive Agreement to Acquire Exony

    eGain, a provider of customer engagement solutions, is soon to acquire Exony Limited, an innovative contact center software provider. [ Read More ]
    07/30/2014

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert