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Aspect releases Enterprise Contact Server 6.2.

Aspect Software, Inc. recently announced the general availability of Aspect Enterprise Contact Server 6.2, which offers a robust application that blends automatic call distributor (ACD) functionality and computer-telephony integration (CTI) while delivering greater capacity and improvements to availability and security. The new release also incorporates the advanced routing and CTI capabilities of Aspect Uniphi Suite. This added functionality can lead to an improved customer interaction experience by routing the customer voice or Internet-based contact to the most appropriate agent, regardless of whether that agent is in a single or multisite contact center environment. Additionally, for contact centers solely needing back-end system integration for screen pop capabilities, Aspect has also released a new version of Aspect Contact Server 6.2. Aspect Enterprise Contact Server 6.2 builds on the functionality in Aspect Contact Server and expands it by integrating resources and data from across the enterprise. It creates a cohesive, real-time view of the contact center by pulling information from multiple channels, switches, reporting and administration interfaces. The latest releases of both products offer built-in real-time displays and historical reporting with standardized templates that may be customized. High availability enhancements provide automatic and quick recovery in the event of network failure and security enhancements protect against threats by adhering to IT security policies.

In other Aspect news, the company recently announced that the U.S. Patent and Trademark Office has awarded the company a new patent for a dynamic help option for Internet customers. The technology, developed by the Aspect Software R & D team, enables an organization to determine when an Internet browsing customer should be provided live agent assistance and can evaluate if an agent is available. The technology can make the determination based on how much time a customer spends on a particular Web page, errors in forms submitted by the customer, Web pages repeatedly viewed by a customer or at areas where customers may be more likely to abandon the transaction.

When the technology determines that a customer should be given automatic assistance, it reviews the probability of agent availability. If an agent is available, the customer is presented with a "help" option on the screen. If the customer does not respond to the "help" option within a certain amount of time, the option is removed. By dynamically determining the appropriate time to provide a "help" option and only providing the "help" option when an agent is available, the invention proactively provides meaningful service at the critical time.

[ILLUSTRATION OMITTED]

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Title Annotation:Customer Inter@ction NEWS; Aspect Software, Inc.
Author:Schelmetic, Tracey E.
Publication:Customer Interaction Solutions
Date:Oct 1, 2006
Words:416
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