Aspect Software Brings Unified Communications to SMB Contact Centers

By Frank J. Ohlhorst Comments

Aspect Software is launching a new contact center product aimed at bringing unified communications (UC) functionality to SMBs.

Available in the first quarter of 2011, Aspect’s new product uses Microsoft’s Lync as its media server, which enables the delivery of key contact-center capabilities, as well as UC features such as VoIP.

According to Aspect, the new product will be a value-priced, turnkey option for IT help desks, virtual sales teams, corporate departments, branch offices and small- to mid-size contact centers. The platform supports 20 to 100 agents and supervisors in a contact/call center. Bundled capabilities include inbound voice, e-mail and instant messaging routing, real-time and historical reporting, a unified agent desktop, manual dialing and voice self-service on one server.

The product also will include out-of-the-box workflows. Microsoft Lync will deliver the media server and PBX functionality.

Aspect says Microsoft-savvy IT pros can install the platform, with minimal remote support from Aspect Professional Services.

Solution providers interested in reselling Aspect products can sign up for the company’s channel program. The three-tier program offers levels for distributors, VARs and referral partners.


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