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 (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. ) functionality and 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. ) 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 cohesive,
n the capability to cohere or stick together to form a mass. , real-time 1. real-time - Describes an application which requires a program to respond to stimuli within some small upper limit of response time (typically milli- or microseconds). Process control at a chemical plant is the classic example. 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 standardized
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see mortality rate. templates that may be customized. High availability Also called "RAS" (reliability, availability, serviceability) or "fault resilient," it refers to a multiprocessing system that can quickly recover from a failure. There may be a minute or two of downtime while one system switches over to another, but processing will continue. enhancements provide automatic and quick recovery in the event of network failure and security enhancements protect against threats by adhering ADHERING. Cleaving to, or joining; as, adhering to the enemies of the United States.
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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 See browse. 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.