Aspect launches multiproduct solution.Aspect Communications Corporation, a provider of enterprise customer contact solutions, has announced Uniphi, the company's new contact center architecture that brings together workforce, information and communications into reliable, multiproduct solutions focused on helping businesses transition to IP-based technologies at whatever pace suits their needs. The Uniphi architecture represents an extension of Aspect's vision of protecting and enhancing contact center investments, whether PSTN (Public Switched Telephone Network) The worldwide voice telephone network. Once only an analog system, the heart of most telephone networks today is all digital. In the U.S. , IP hybrid or pure VoIP infrastructure, while lowering total cost of ownership and reducing risk as newer technologies, capabilities and standards are introduced. The first two products developed in direct support of this new architecture--Uniphi Connect and Aspect Call Center version 9--combine these recent innovations with Aspect's 18 years of contact center expertise. Aspect introduced Uniphi Connect, a new solution designed to enable businesses to operate a hybrid IP/PSTN call center without the need for third-party IP gateway hardware. Uniphi Connect eliminates the need for a separate IP gateway by including an IP card within the 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. platform. In addition to the IP card, Uniphi Connect includes an agent desktop that allows agents to be located anywhere there is an IP connection, providing centralized cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. management, administration and reporting for all PSTN and IP-based agents. With Aspect Uniphi Connect, voice as well as routing requests can travel over less expensive IP networks. Uniphi Connect also works in conjunction with another Aspect application, Aspect IP Network InterQueue. This combination of products allows businesses to set up one virtual contact center operation regardless of where the physical sites are located. IP Network InterQueue helps reduce the expense of routing calls across multiple networked Aspect Call Center systems by eliminating the need for T1/E1 lines to link dispersed dis·perse v. dis·persed, dis·pers·ing, dis·pers·es v.tr. 1. a. To drive off or scatter in different directions: The police dispersed the crowd. b. contact center sites. In combination, Uniphi Connect and IP Network InterQueue will eliminate PSTN toll charges associated with cross-site routing of calls. Aspect also announced its Call Center v9, which was created to deliver a hybrid PSTN and IP solution built on commercially available processors and servers. Aspect Call Center v9 carries forward all of the features seen in previous versions of Aspect Call Center and combines them with new enhancements that simultaneously provide investment protection for PSTN-based technologies and a migration path to VoIP at a pace that can suit each customer's needs. Aspect Call Center v9 retains its traditional features, including precise routing based on customer data, ANI, DNIS (Dialed Number Identification Service) A service that enables a company to identify which telephone number was dialed. A PBX often receives calls on the same port that were dialed to different 800 or 900 numbers, and the DNIS data contains the dialed number so or ISDN ISDN in full Integrated Services Digital Network Digital telecommunications network that operates over standard copper telephone wires or other media. , caller choices, agent skills and real-time contact center conditions; an easy-to-use graphical environment for developing call flows; tools for configuring and managing resources in real-time; capabilities to reduce abandoned call rates, such as music on hold, announcements and an estimated wait time feature; load balancing The fine tuning of a computer system, network or disk subsystem in order to more evenly distribute the data and/or processing across available resources. For example, in clustering, load balancing might distribute the incoming transactions evenly to all servers, or it might redirect them across multiple sites; historical reporting; and blending of inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound and outbound calls. In addition, network-directed call routing based on ANI and DNIS has been enhanced in Aspect Call Center v9 to include user-to-user information (UUI UUI User-To-User Information UUI Urge Urinary Incontinence UUI User to User Interface UUI Unit Under Inspection UUI Unified User Interface UUI Universally Unique Identifier ) on outbound calls; configurable calling-line identity (CLI (1) (Call Level Interface) A database programming interface from the SQL Access Group (SAG), an SQL membership organization. SAG's CLI is an attempt to standardize the SQL language for database access. ) on outbound calls; and support for transit routing of calls: incoming calls can be transited through Aspect Call Center v9 via a routing table A database in a router that contains the current network topology. See routing protocol. , allowing the full, received digit string to be sent on outbound calls. Aspect Call Center v9 also features enhancements for tagging information to calls transferred between agents, which can result in better overall reporting and analysis. Enhanced quality monitoring and messaging is achieved by enabling supervisors to monitor agents locally and remotely by agent group, allowing a more equitable distribution of monitoring sessions between supervisors. [ILLUSTRATION OMITTED] www.aspect.com |
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