Aspect (www.aspect.com) has made available Aspect Unified IP 7, which unites a comprehensive set of customer contact capabilities including inbound routing, outbound dialing, voice self-service, recording, quality monitoring, short message service (SMS), instant messaging (IM), chat, e-mail and real-time and historical reporting. Here are the key features:
* Contextual enterprise routing, which allows contact centers to connect their customer to the best skilled resource no matter where they are located. Centralized administration across multiple systems and platforms through unified command and control administration provides manageability, improved visibility and facilitates efficient disaster recovery
* Dynamic inbound routing, which allows contact centers to increase flexibility and dynamic control over inbound routing through using skill requirements for specific business processes, combined with real time system performance to automatically select the best skilled resource to handle customer inquiries
* Enhanced agent desktop to support Microsoft Unified Communications and Collaboration (UCC) solutions. A completely redesigned agent user interface helps to...