Contact Centre Featured Article

October 02, 2009

Aspect UC Applications for Contact Center Leverage VMware

By Anil Sharma

TMCnet Contributor

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

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