Aspect releases Enterprise Contact Server 6.2.
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.
|Printer friendly Cite/link Email Feedback|
|Title Annotation:||Customer Inter@ction NEWS; Aspect Software, Inc.|
|Author:||Schelmetic, Tracey E.|
|Publication:||Customer Interaction Solutions|
|Date:||Oct 1, 2006|
|Previous Article:||CallRex certified to record encrypted phone calls occurring on Cisco Unified CallManager 5.0.|
|Next Article:||Humantech releases new version of ergoTool office ergonomics software.|