Aspect Telecommunications introduces software tools to develop custom applications and extend the power of CustomView to more users; RealTime Toolkit for Windows; RealTime Toolkit for Unix; RealTime Server Software; Integrate real-time call center information with other business applications.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)--March 8, 1995--Aspect Telecommunications Wednesday introduced RealTime Toolkit for Windows, RealTime Toolkit for Unix and RealTime Server Software. Aspect's developer toolkits for real-time applications break new ground in call center technology, enabling businesses for the first time to create their own applications to take advantage of the wealth of real-time management information collected and managed by the Aspect CallCenter(R). And Aspect's RealTime Server Software gives many more users immediate access to this information. Together, these new tools respond to users' needs for up-to-the-second information to support daily business operations Business operations are those activities involved in the running of a business for the purpose of producing value for the stakeholders. Compare business processes. The outcome of business operations is the harvesting of value from assets . "As companies discover creative new ways to use call center information, the demand for information is expanding throughout the enterprise," said James R. Carreker, president and chief executive officer of Aspect Telecommunications. "Aspect's developer toolkits for real-time applications and RealTime Server Software give our customers the tools they need to satisfy the demand for highly customized views of dynamic call center information." The Aspect CallCenter implements call, voice, and data processing data processing or information processing, operations (e.g., handling, merging, sorting, and computing) performed upon data in accordance with strictly defined procedures, such as recording and summarizing the financial transactions of a for a variety of companies in different industries that depend on their call centers to generate revenue, service customers and protect market position. To help ensure that calls in this environment are handled by the appropriate resources, the Aspect CallCenter collects the most extensive management information of any call transaction processing system A Transaction Processing System (TPS) is a type of information system. TPSs collect, store, modify, and retrieve the transactions of an organization. A transaction is an event that generates or modifies data that is eventually stored in an information system. today. In fact, the Aspect CallCenter can report on more than 230 real-time data Real-time data denotes information that is delivered immediately after collection. There is no delay in the timeliness of the information provided. Some uses of this term confuse it with the term dynamic data. elements about events in progress. This information can be viewed by multiple users on the corporate network using Aspect's CustomView(R) Producer and Director applications. "Now, Aspect's RealTime Toolkits for Windows and Unix and RealTime Server Software go the next step," stated Christi Olson, Aspect general manager, EnterpriseAccess Business Unit. "They give businesses with unique requirements even more power and flexibility to create customized applications. With these tools, in-house developers and Aspect Application Partners can create Windows or Unix client applications that utilize real-time call center data. And, for the first time, real-time call center data can be integrated easily with other desktop business applications." In addition, the RealTime Server Software expands the number of users who can access toolkit-developed or CustomView Producer and Director applications. As a result, companies can now provide meaningful information to key workgroups across the enterprise to better manage business operations. The benefits of these applications can be extended to managers in Customer Service, Operations, Human Resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. , Product Marketing and other business units, as well as to executives, call center managers, supervisors, team leaders and agents. Developer Toolkit for RealTime Applications at Informix Informix Software Inc., one of the first to use the RealTime Toolkit for Windows, has developed a specialized adherence monitoring application for its Aspect CallCenter. The application monitors all calls holding in queue and alerts a manager or supervisor when a call has been waiting longer than the threshold value. Managers can then drill down in the application for more detail. They can query the Aspect CallCenter to find out whom the caller is holding for, which agents are qualified to handle the call, and what their current status is -- idle, on a call, or in the wrap-up state. With this information, Informix can make informed decisions on how to expedite the processing of the call. How the New Tools Work The developer toolkits for real-time applications provide flexible, quick, and easy development of client applications that retrieve and display real-time call center data. In-house developers and Aspect Application Partners can write, test and debug To correct a problem in hardware or software. Debugging software means locating the errors in the source code (the program logic). Debugging hardware means finding errors in the circuit design (logical circuits) or in the physical interconnections of the circuits. applications using the Windows Dynamic Link Library A set of program routines that can be called at runtime as needed. See DLL. dynamic link library - Dynamically Linked Library (DLL (1) See data link layer. (2) (Dynamic Link Library) An executable program module in Windows that performs one or more functions at runtime. DLLs are not launched by the user; they are called for by an executable program or by other DLLs. ) or Unix Application Programming Interface (API) in conjunction with the RealTime Data Simulator. The RealTime Toolkit for Windows includes a Windows DLL that allows programmers to develop Microsoft Windows See Windows. (operating system) Microsoft Windows - Microsoft's proprietary window system and user interface software released in 1985 to run on top of MS-DOS. Widely criticised for being too slow (hence "Windoze", "Microsloth Windows") on the machines available then. applications for PCs. This feature, shared by all major Windows applications, enables programmers to integrate real-time Aspect CallCenter data with Excel spreadsheets or other Windows applications. For companies who want to develop their own Unix applications for accessing real-time call center data, the RealTime Toolkit for Unix includes a Unix client API that runs under the SunOS, Solaris, HP-UX HP's version of Unix that runs on its 9000 family. It is based on SVID and incorporates features from BSD Unix along with several HP innovations. (operating system) HP-UX - The version of Unix running on Hewlett-Packard workstations. and AIX (Advanced Interactive eXecutive) IBM's Unix-based operating system which runs on its Intellistation workstations and pSeries, p5, iSeries and i5 server families. operating system operating system (OS) Software that controls the operation of a computer, directs the input and output of data, keeps track of files, and controls the processing of computer programs. environments. Realtime applications may be written in any Windows compliant programming language capable of receiving messages from the Aspect CallCenter. These include C and C++, as well as higher level languages and environments such as Visual Basic and Power Builder. These applications retrieve data from the Aspect CallCenter using a subset of standard Structured Query Language See SQL. Structured Query Language - SQL (SQL SQL in full Structured Query Language. Computer programming language used for retrieving records or parts of records in databases and performing various calculations before displaying the results. ) syntax. The Aspect CallCenter and real-time applications communicate over a TCP/IP TCP/IP in full Transmission Control Protocol/Internet Protocol Standard Internet communications protocols that allow digital computers to communicate over long distances. Ethernet network. The RealTime Data Simulator is a Windows based (1) (Windows-based; upper case "W") Refers to Microsoft Windows. (2) (windows-based; lower case "w") Having resizable windows. Same as "graphics based" or "GUI based." Graphical user interfaces are all windows based. Contrast with text based. utility application that allows developers to test and debug their real-time applications. Operation of the RealTime Data Simulator is transparent to the application. The simulator includes all the realtime data and fields supported by Aspect CallCenter Release 5.0 software. Producer, Director, or any custom real-time application can connect to the RealTime Data Simulator as it would to an Aspect CallCenter. The RealTime Data Simulator permits developers to test applications in a standalone environment without affecting the performance of an operational CallCenter and makes it possible to test boundary conditions difficult to emulate on an Aspect CallCenter. The RealTime Server Software can support up to 75 users per Aspect CallCenter. Performance depends on the hardware and software configuration, the number of queries, and the data refresh rate. Each Aspect CallCenter can support a single server running the RealTime Server Software. Customers with multiple Aspect CallCenters can install RealTime Server Software for each individual Aspect CallCenter. The RealTime Server Software runs under SunOS, Solaris, HP-UX, and AIX operating system environments. Future capabilities include increasing to 100 the number of users per Aspect CallCenter and enhancing support for multisite configurations. Pricing and product availability The RealTime Toolkit for Windows will be generally available March 15, 1995. It includes the Windows DLL, the RealTime Data Simulator for application testing, and a RealTime Bridge software license. Pricing for the RealTime Toolkit for Windows is US$9,495. A second package without the RealTime Bridge license is available for $2,995. The RealTime Toolkit for Unix will be available in the second quarter of 1995. It includes the Unix client API, the RealTime Data Simulator, and a RealTime Bridge software license. The RealTime Server Software is required to run Unix client applications. Pricing for the RealTime Toolkit for Unix is $9,495. A second package without the RealTime Bridge license is available for $2,995. The RealTime Data Simulator may also be purchased separately for $995. RealTime Server Software will be generally available in the second quarter of 1995. About Aspect Telecommunications Aspect Telecommunications (NASDAQ/NMS: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 ) is a global provider of comprehensive business solutions for mission-critical call centers -- call centers that exist to generate revenue, service customers, and protect market position as well as handle calls. Aspect solutions include call transaction processing, call center automation, interactive voice response, and call center networking as well as tools and applications for capturing management information and sharing that information with the rest of the corporation. Aspect is also a provider of services vital to call center environments, including business applications consulting, training, and call center integration services. Aspect Teleservices, a wholly owned subsidiary Wholly Owned Subsidiary A subsidiary whose parent company owns 100% of its common stock. Notes: In other words, the parent company owns the company outright and there are no minority owners. , provides outsourced software technical support services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services . Aspect Telecommunications is headquartered in San Jose, with subsidiaries in the United Kingdom, the Netherlands, and Germany. -0- Note to Editors: The Aspect logo, Aspect CallCenter, and CustomView are registered trademarks and EnterpriseAccess is a trademark of Aspect Telecommunications Corp. All other product or service names mentioned in this document may be trademarks of the companies with which they are associated. CONTACT: Aspect Telecommunications, San Jose Suzanne M. Matick, 408/451-2704 |
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