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Aspect Unified IP

Aspect Unified IP is a next-generation customer contact solution. Unified IP from Aspect is a complete software-based unified solution for managing customer service, collections, sales and proactive contact business strategies, Aspect Unified IP provides inbound, outbound and blended capabilities across voice, email, web chat, IM, social and SMS channels. The platform also builds upon existing technologies to provide maximum investment value with advanced functionality for self-service, automation, recording and quality management, administration, and reporting across multiple sites and solutions.

 

Product Capabilities

Inbound ACD

With a proven history of automatic call distributor (ACD) leadership, our best-of-breed inbound capabilities intelligently route callers to available agents.

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Outbound Dialer

Hailed as the creator of the predictive dialer, Aspect Unified IP delivers automated, predictive, precise, progressive, manual, and blaster dialing options.

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Voice Portal

Next-generation voice self-service (IVR) capabilities enable you to automate some or all of your call center interactions.

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Internet Contact

Provide an experience for Web-based communications similar to that of traditional call center software platforms.

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Campaign Optimization

Optimize campaign strategies for outbound call center software programs to deliver high-yield results.

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Unified Communications and Collaboration

Leverage seamless integrations with Microsoft Lync and SharePoint 2010 to easily search and engage experts across the enterprise.

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Inbound Automatic Call Distribution (ACD) Systems

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The inbound functionality of Aspect® Unified IP® supports critical, high-volume inbound automatic call distribution for customer contact strategies in both traditional circuit-switched infrastructures and software-only IP environments. These ACD systems help contact centers streamline their customer-facing business processes and drive results.

Product Capabilities

Having taken the best from legacy products like Aspect® CallCenter® ACD Systems and Aspect® Spectrum® ACD Systems, Aspect Unified IP inbound capabilities help increase customer satisfaction. The inbound automatic call distribution capabilities of Aspect Unified IP allow organizations to deliver customers to the appropriate resource the first time, segment customers and enable appropriate service prioritization, deploy agents cost-effectively no matter where they are located, as well as manage both session initiation protocol (SIP)-based, voice over IP (VoIP) agents and PSTN-based agents from a single, all-in-one contact center platform.

Aspect's inbound automatic call distribution (ACD) system routing functionality allows you to:

  • Increase flexibility and dynamic control over inbound ACD system capabilities
  • Leverage unified communications (UC) to enable agents to search for and engage experts with Ask an Expert
  • Virtualize and scale enterprise routing rules and call distribution
  • Utilize advanced routing, dynamic skills and flexible announcements
  • Take advantage of the Unified Agent Desktop with a user-centered user interface (UI) and workflow scripting

Predictive Dialer and Auto Dialer

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Aspect® Unified IP® provides outbound predictive dialer functionality that delivers the capabilities you need to make your outbound collections, sales or telemarketing strategies successful.

Our auto dialer technology allows you to better manage and direct call volume. This can improve efficiency for your employees and decrease wait time for your customers.

Product Capabilities

Aspect's predictive dialer capabilities help you maximize revenue opportunities, reduce delinquencies, improve contact center productivity, enhance customer service, lower the incidence of data entry errors, enhance security and comply with regulatory requirements. The wide range of capabilities empowers agents and speeds response times, which ultimately increases productivity while reducing costs, increases customer satisfaction, and gets you up and running faster. Aspect is hailed as the creator of the predictive dialer, delivering automated, predictive, and precision dialing options for all customers.

Aspect's outbound predictive dialer functionality allows you to:

  • Deliver proactive contact across multiple channels, including voice, short message service (SMS) and email channels
  • Enhance auto dialing flexibility
  • Improve high availability, footprint and performance
  • Improve right party contacts
  • Ensure you are reaching the right customers at the right time via the right media

Voice Portal/IVR

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Aspect® Unified IP® voice portal/interactive voice response (IVR) capabilities utilize integrated text-to-speech and speech recognition to gather customer information, and then match it with data from back office systems to fulfill inquiries or requests automatically.

Product Capabilities

Voice portal capabilities enable contact centers to integrate IVR and speech-enabled functionality easily into their customer-facing business processes, such as knowledge management or self-service applications for customer service, automated early-stage debt-recovery applications for collections, or event availability notification applications for sales. Functionality includes speech recognition, text-to-speech (TTS), speaker verification, and standard speech interfaces that support Media Resource Control Protocol (MRCP).

Voice portal/IVR capabilities allow you to:

  • Leverage multichannel self-service functionality (IVR, IM self-service) with contact center and enterprise data sources
  • Empower customers to speak their requests rather than enter information on a touch-tone keypad, using automatic speech recognition (ASR)
  • Deliver information to customers automatically and dynamically using text-to-speech (TTS)
  • Pre-determine customer information and route a call to the appropriate skilled agent
  • Leverage industry standards for developing dual-tone multi-frequency (DTMF) and speech applications using VoiceXML

Internet Contact / Email / Web

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The Internet contact/email/Web functionality within Aspect® Unified IP® empowers your prospects and customers to contact your business via their preferred channel, whether it's email, Web chat or Web collaboration.

Product Capabilities

Aspect's Internet contact/email/Web functionality provides your contact center with a feature-rich option that supports new and emerging contact channels, allowing you to embrace new ways to interact with your customers. Having all of these channels available to customers on a unified platform allows you to maximize revenue opportunities, better utilize contact center staff with multichannel blending capabilities, manage all multichannel interactions via a single system and provide a consistent experience across channels.

Aspect's Internet contact / email / web capabilities allow you to:

  • Seamlessly deploy email management capabilities in your current environment
  • Prioritize interactions based on customer value
  • Offer assisted service to customers who visit your Web site through Web Interaction Management
  • Empower customers and agents to interact and co-navigate on your Web site through Web Chat and Web Collaboration
  • Give online customers the flexibility to define a best number and best time to be contacted through Web Callback
  • Escalate a customer's conversation from a chat session to a phone call through "Talk to a Live Agent Now."

Campaign Optimization

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Aspect® Unified IP® campaign optimization capabilities increase productivity in outbound and blended contact centers by helping establish optimized call treatments and outbound campaign strategy management to deliver high-yield campaign results.

Product Capabilities

Optimizing campaigns helps organizations deliver focused efforts that yield higher success rates and increase the effectiveness and productivity of agent resources, while at the same time controlling costs. IT-ready campaign optimization software for the call center helps improve right party contacts and centralize campaign administration across global operations.

Aspect's Campaign Optimization allow you to:

  • Increase revenue and agent productivity by delivering high-quality connections
  • Maximize campaign performance with centralized campaign strategy management
  • Improve decision making with real-time, historical and enterprise-wide business intelligence
  • Ensure business continuity and regulatory compliance to minimize downtime and risks

Unified Communications and Collaboration

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Microsoft Lync Unified Communications Services from Aspect

Unified communications using Microsoft Lync 2010 brings real-time, next-generation collaboration capabilities to your workforce – including rich presence, instant messaging, voice and desktop sharing – to ensure agile, efficient and tactical interactions. Aspect UC services help you extract the full benefits of Lync and optimize the user experience in the contact center and the enterprise through:

  • Design of UC architecture infrastructure, hardware and software components, including Lync and supporting Microsoft products
  • Evaluation of requirements for performance, high availability, security and other design factors
  • Creation of a realistic implementation roadmap to support business requirements
  • Installment, configuration, development and testing of functionality
  • Development and implementation of an end-user adoption and support plan
  • Creation and execution of a benefits realization plan

In addition, Aspect offers a Lync Quick Start option with four levels of implementation to speed deployment.

Microsoft SharePoint

Aspect professionals work with you to identify the Microsoft SharePoint capabilities that will best address the long-term business objectives of your deployment and provide the greatest return on your investment.

A flexible engagement model is used to align Aspect services to your unique business requirements and meet your collaboration needs for a web-empowered, next-generation enterprise.

  • Sites: A single infrastructure to support all your business websites
  • Social Communities: A single platform for managing enterprise collaboration
  • Composites: Tools and components to create do-it-yourself business solutions
  • Content: Behind-the-scenes compliance measures that enable end users to manage content easily and naturally
  • Insights: Access to databases, reports and business applications in a consumable fashion for help with making sound business decisions
  • Search: Relevance, refinement and social cues that combine to cut through the clutter

Need product advice?

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info@ninzi-connect.com

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