Contact Center Solutions Industry News

[January 14, 2006]

Aspect EnsemblePro 6.0

(CommwebNews.com Via Thomson Dialog NewsEdge) San Jose, California's Aspect Software has released version 6.0 of their EnsemblePro software, a suite that the company calls "a complete contact center solution." It is a combination of applications that provides inbound, outbound, voice, e-mail, and fax capabilities. The biggest upgrade to the latest version is the new hosted services capabilities.

The new EnsemblePro was built from the ground up, integrating multiple applications for traditional voice and VoIP, including an ACD, predictive dialer, IVR, recording, and unified reporting and administration, in one package.

Says Aspect's Steve Herlocher, "The newest version of Aspect EnsemblePro not only enters Aspect Software into the hosted services solution arena for the first time, it also provides enterprise users with an even greater level of flexibility and security in solving their diverse contact center challenges. Aspect EnsemblePro bridges the gap between inbound, outbound, self-service and quality monitoring functionality, enabling organizations to provide blended contact center services easily. In addition to offering three times the scalability of previous versions, it offers the most comprehensive features and capabilities available today from any unified product."

Aspect lists the following new features for EnsemblePro 6.0:

Enterprise Quality Monitoring includes new visibility across multiple systems, screen monitoring and recording, agent performance scoring and enhanced search capabilities. Combined with the unified offering, this ensures that service delivery meets customer expectations.

ExtensiveSecurity Functionality assists customer adherence with privacy, compliance and security requirements, while simplifying the burden on the IT staff. It enables the contact center to have greater control of which agents have access to the centralized platform of IT databases, such as LDAP and Active Directory.

Expanded Enterprise Administration Capabilities enables contact centers to have a single point of administration across multiple Aspect EnsemblePro solutions from a centralized platform.

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