eGain integrates with Aspect.eGain Communications Corp., a provider of customer service and contact center software, has announced the validation See validate. validation - The stage in the software life-cycle at the end of the development process where software is evaluated to ensure that it complies with the requirements. of eGain Email 6.0's integration with the Aspect Enterprise Contact Server version 5.2 via the eGain 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. Adapter A device that allows one system to connect to and work with another. An adapter is often a simple circuit that converts one set of signals to another; however, the term often refers to devices which are more accurately called "controllers. . The latest version of the company's software for customer e-mail management, eGain Email 6.0 is also an integral part of eGain Service 6, the company's software suite for unified multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple customer service. With this integration, contact centers that use eGain Email 6.0 with Aspect's contact server will be able to provide unified customer service across e-mail and the phone. The packaged integration was created to help ensure rapid time to benefit, while lowering overall cost of ownership for the multichannel customer service infrastructure. eGain and Aspect have worked together to enable multichannel contact centers for more than 30 joint customers. As enterprise contact centers add communication channels such as live Web collaboration and e-mail to the phone channel, the combined solution is expected to allow them to further reduce operational costs, optimize optimize - optimisation agent usage and provide context-aware customer service across channels. www.egain.com/www.aspect.com |
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