Aspect Telecommunications Announces Enhanced Aspect ACD System.SAN JOSE San Jose, city, United States San Jose (sănəzā`, săn hōzā`), city (1990 pop. 782,248), seat of Santa Clara co., W central Calif.; founded 1777, inc. 1850. , Calif.--(BUSINESS WIRE)--Nov. 3, 1997-- New system improves call center interoperability, maintains mission-critical operation within open, standard architecture SAN Aspect Telecommunications (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :ASPT ASPT American Society of Plant Taxonomists ASPT American Society of Phlebotomy Technicians ASPT Average Score Per Taxon (neural networks) ASPT Academy of Screen Printing Technology ASPT Army School of Physical Training ), a global leader in mission-critical call center solutions, today announced an enhanced Aspect(R) ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. System, which combines Aspect's market-leading automatic call distributor (ACD) with its new, open, standards-based architectural components to increase interoperability in complex call center environments. The new ACD System maintains the reliability necessary for mission-critical call centers and is designed to provide full compatibility with existing systems, while also offering the flexibility customers need to rapidly develop new applications. The open architecture of the Aspect ACD System allows it to leverage other industry-standard switching architectures, such as those from Natural MicroSystems and Dialogic, thereby making it easy to take advantage of new capabilities and new media support. Additional enhancements to the Aspect ACD System include significantly higher capacity and performance levels over prior Aspect ACD solutions. The Aspect ACD System also offers customers a graphical user interface graphical user interface (GUI) Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to to simplify workflow configuration and execution. hat Aspect is offering with this release will egrate new applications into their call center as business needs evolve. At the same time, Aspect has extennce and reliability as in proprietary systems.ponding to the demands of increasingly complexnew Aspect ACD System provides these capabilities through its new architecture. The Aspect ACD System is composed of Aspect ACD Software Release 7 and four architectural components announced separately today: Aspect Architect(TM) software, Aspect OpenMedia(TM) Module, Aspect OpenMedia Software and Aspect Integrated Applications Module. These new foundation components offer Aspect customers a smooth upgrade path to new functionality while maximizing investments in existing systems and applications. These scalable, open components promote customized solutions for current and future call center needs, as they can be combined to achieve interoperability with existing call center systems. Aspect's foundation architecture runs on such open, standard computing environments as Windows NT (Windows New Technology) A 32-bit operating system from Microsoft for Intel x86 CPUs. NT is the core technology in Windows 2000 and Windows XP (see Windows). Available in separate client and server versions, it includes built-in networking and preemptive multitasking. operating systems Operating systems can be categorized by technology, ownership, licensing, working state, usage, and by many other characteristics. In practice, many of these groupings may overlap. , Intel Pentium processors and Oracle databases. Simplified workflow creation Aspect Architect software is a Windows-based, graphical workflow creation tool that enables users to define how the ACD System routes calls. Steps in the workflow, such as playing an announcement or selecting an agent, are represented as icons in a palette. Workflows are constructed by dragging the icons onto the workspace and then linking them to graphically depict how calls will be routed. Aspect Architect software allows for the rapid development of workflow routing, and its rich interface Standard Windows help Microsoft WinHelp is a proprietary format for online help files that can be displayed by the Microsoft Help browser winhelp.exe or winhlp32.exe. The file format is based on Rich Text Format (RTF). It remained a popular Help platform from Windows 3. features give users context-sensitive help Context-sensitive help is a kind of online help that is obtained from a specific point in the state of the software, providing help for the situation that is associated with that state. with the click of a mouse, and wizards simplify repetitive tasks by using a series of dialog boxes that guide users through each step. Increased capacities In order to provide scalable solutions that meet the needs of the smallest to the largest call centers, the Aspect ACD System offers significantly increased capacities over prior releases. The Aspect ACD System can now support the following: - Universal ports for agents and trunks: 3,000, up from 1,888 - Voice ports: 120, up from 96 Enhanced performance The Aspect ACD System includes performance enhancements to enable enterprise call centers to handle increased transaction volumes. The Aspect ACD System meets these needs of higher call volumes with doubled call processing capabilities over Aspect ACD Software Release 6, including: - Busy hour call completions: 200,000, up from 100,000 - Sustained call processing rate: 100,000, up from 50,000 The system also meets the demands of computer-telephony integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) transactions by increasing CTI message throughput to 1,000,000, up from 420,000 messages per hour with Release 6. In addition, the Aspect ACD System now supports Simple Network Management Protocol (SNMP (Simple Network Management Protocol) A widely used network monitoring and control protocol. Data are passed from SNMP agents, which are hardware and/or software processes reporting activity in each network device (hub, router, bridge, etc. ) and Dynamic Host Configuration Protocol (protocol) Dynamic Host Configuration Protocol - (DHCP) A protocol that provides a means to dynamically allocate IP addresses to computers on a local area network. The system administrator assigns a range of IP addresses to DHCP and each client computer on the LAN has its TCP/IP (DHCP (Dynamic Host Configuration Protocol) Software that automatically assigns temporary IP addresses to client stations logging into an IP network. It eliminates having to manually assign permanent "static" IP addresses. DHCP software runs in servers and routers. ). SNMP allows status information to be sent over the network and viewed using third-party network management tools, and DHCP allows for simplified administration of client PCs on the network. Pricing and availability Pricing for the Aspect ACD System begins at $250,000 for a 100-seat ACD. The Aspect ACD System is expected to be available by the end of 1997 in North America and in Europe through Aspect or its authorized distributors. Availability in Africa and Asia-Pacific is planned for the first quarter of 1998. About Aspect Telecommunications Founded in 1985, Aspect Telecommunications is a global provider of comprehensive business solutions for mission-critical call centers. Aspect products include automatic call distributors, interactive response systems, computer-telephony integration software, call center management information and reporting tools, and call center planning and forecasting packages. Aspect also provides services vital to call center environments, including business applications consulting, systems integration and training. 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