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

    Contact Center Solutions Week in Review

    The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
    08/30/2014

    Rise in Cloud Contact Center Traffic Volume in 2014

    Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
    08/29/2014

    Scripts and Metrics Only Take Call Centers So Far

    Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
    08/28/2014

    CSG Announces New Agreement with Leading Latin American Mobile Operator

    A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
    08/28/2014

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