CHELMSFORD, MA -- 05/05/08 --
The PerformanceEdge Group of Aspect
Software, the world's largest company solely focused on Unified
Communications for the Contact Center(TM), today announced the general
availability of Aspect Quality Management 2.8.1, which provides the
recording and quality management capabilities of PerformanceEdge(TM). This
release offers tight integrations to Aspect Unified IP, VoIP recording for
Aspect CallCenter ACD, and enables Aspect customers to reap the benefits of
advanced recording and quality management using a session initiation
protocol (SIP)-based VoIP or a time-division multiplexing (TDM) telephony
platform.
Aspect Quality Management 2.8.1 includes a connector that enables the
product to record voices and screens of agents using Aspect Unified IP 6.5
and higher. This helps companies achieve full-time call logging,
rules-based recording driven by specific business criteria, or on-demand ad
hoc recording of specific interactions. Recordings are then made available
for playback and evaluation via the Aspect Quality Management interface. In
addition, Aspect Quality Management now supports VoIP-based recording for
the Aspect CallCenter ACD 9.1, including full-time call recording and
logging on SIP trunks and phones.
"Quality management and recording capabilities have already provided
contact centers with measurable improvements to their overall customer
experiences, as well as aided in regulatory compliance," said Paul
Stockford, president and chief analyst at Saddletree Research. "It will
play an equally key role for every organization's unified communications
strategy. With this enhancement to PerformanceEdge, Aspect Software is
continuing to demonstrate innovation in the performance optimization space
by extending screen recording to other key applications that are used in
managing customer interactions, and by aligning their solutions with market
demands and key contact center strategies."
With this release, Aspect customers can gain greater insight into their
company-customer interactions by taking advantage of a standards-based,
feature-rich, single recording solution for multi-platform environments,
while maintaining their existing contact center infrastructures.
"In today's tough economy, it is rare to see a company that isn't trying to
do more with fewer resources in every area of business. We believe these
enhancements to Aspect Quality Management give our customers an advantage
by helping them obtain more detailed information from their existing
technology applications," said Robert Kelly, vice president,
PerformanceEdge Group. "Since more companies are looking to implement
SIP-based VoIP contact center solutions, these organizations will need
quality management tools to record and monitor calls, within the contact
center and also for calls that extend out to experts within the enterprise.
Because it can provide those capabilities, PerformanceEdge quality
management is ideal for every contact center, and particularly compelling
for companies looking to develop a unified communications for the contact
center strategy. Customers will be able to better pinpoint areas for
improvement in agent productivity and business processes, as well as
optimize their customer interactions and increase customer loyalty."
About PerformanceEdge
PerformanceEdge combines workforce management, recording and quality
management, performance management, campaign management, and coaching and
eLearning to enable organizations to holistically respond to changing
business conditions. The PerformanceEdge applications dynamically
interoperate to help contact center managers consider everything and act
immediately, ultimately making it easier for inbound, outbound and blended
contact centers to control costs, enhance service levels and align
performance with strategic goals. For more information, visit
www.performanceedgesuite.com.
About Aspect Software
Aspect Software Inc. founded the contact center industry and is now the
world's largest company solely focused on unified communications for the
contact center. Our all-in-one, IT-ready solutions communications-enable
customer service, collections and sales & telemarketing business processes
for small and medium enterprises as well as for two-thirds of the FORTUNE
Global 100. For more information, visit www.aspect.com.
Aspect, PerformanceEdge, Aspect Quality Management, Unified IP, CallCenter
ACD, Unified Communications for the Contact Center and Aspect Software are
either trademarks or registered trademarks of Aspect Software, Inc., in the
United States and/or other countries. The names of other companies and
products mentioned herein may be the trademarks of their respective owners.
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