Unified IP
Aspect Unified IP reduces complexity by uniting
automated call distribution (ACD), predictive dialling,
interactive voice response, email management, web chat
and collaboration, workflow management, recording and
quality management.
Main features
The system provides automatic call distribution for
inbound call handling, outbound predictive dialling,
automatic workflow distribution, customer self-service,
e-mail distribution, web interaction and web chat,
universal queuing and skills based routing of calls on
the unified platform that allows customer interaction to
be managed and reported from a single point of control.
The system offers routing, administration and reporting
across all service channels to ensure effective control
of your customer interface.
Call Recording and Quality Management is built into the
system providing a cost effective, unified solution to
meet either your quality control or compliance
requirements. Aspect Unified IP provides you with the
tools needed to monitor, record, score and analyze the
performance of your contact centre.
Fully-featured IVR is a standard feature of the produc
t and the optional speech recognition feature may be
used to further enhance the customer interface.
Automatic workflow allows tasks such as trouble
tickets, documents, order processing and self-paced
training content to be automatically routed to agents.
Aspect Unified IP caters for full Multi-Tenancy - take
advantage of the secure partitioning and SIP-based VoIP
applications that support Software as a Service (SaaS)
models to provide hosted contact center functionality to
internal and external customers.
Unified IP is a complete contact centre solution with
multiple capabilities that can be implemented in a
fraction of the time and at a fraction of the cost of
integrating point solutions from different suppliers.
Scalability
Aspect Unified IP’s modular design allows companies to
tailor solutions to meet current needs and purchase
additional features and capacity as the business
requires it, ensuring that a cost effective solution
today will not restrict your company in the future.
For example a company providing only voice
communication today may need to give customers the
choice of interacting by e-mail, internet and web chat
in the future.
Voice Portal
Aspect Unified IP’s Voice Portal provides the ability to
implement a single set of business rules that can be
applied across all interaction channels allowing contact
centre managers to control the prioritisation and
escalation of customer interactions based on their own
specified criteria.
Complete IVR interaction flows and customised business
rules may be implemented in as little as an hour using a
point and click graphical interface.
Ninzi-Connect
Ninzi-Connect’s extensive experience in all aspects of
contact centre design and implementation acquired over
17 years of delivering voice solutions enables it to
provide customers with the expertise to implement the
multimedia Unified IP solution to meet their current and
future contact centre requirements.
This expertise is of particular value to prospective
Unified IP customers as the system has an extensive
range of features and options. Our consultants will
assist in designing the optimum solution to meet the
company’s current and future needs.
Major features available include:
- Automatic call distribution
- Outbound predictive dialling.
- Fully functional interactive voice response (IVR).
- Multi Tenancy.
- Voice recording and Quality Management.
- E-mail management.
- Web interaction and web chat.
- Automatic workflow distribution.
- Voice mail.
- Voice over IP (VoIP).
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