Aspect Software launches Unified command and control

DQC News Bureau



New Delhi: Aspect Software has announced the general availability of Unified
Command and Control, a solution that enables contact centers to centralize

reporting, routing, administration and workflow management in a single console,

resulting in reduced complexity, increased productivity and the ability to

deliver an improved customer experience. Unified Command and Control helps

manage as many as 40 different nodes for as many as 40,000 agents, either within

a single site or across multiple contact center locations.

Unified Command and Control, a key component of the Aspect Software unified

approach, helps increase an organization's ability to manage and control

multiple contact centers and applications. It enables contact centers to

leverage existing investments in Aspect Software solutions while also moving to

new session initiation protocol (SIP)-based voice-over Internet protocol (VoIP)

platforms. Since Unified Command and Control was built upon a service-oriented

architecture (SOA), it enables third parties or Aspect Software partners to

build their own adapters into their own products or other, similarly open,

products.

"Our customers are continuously looking for avenues to gain greater control

and improve scalability and workloads across the enterprise," said Gary

Barnett, CTO and executive VP, Aspect Software. "Unified Command and Control

will change the way companies manage their contact center operations. From

large, multi-national organizations with several contact centers around the

globe, to small and mid-size companies with virtual remote agents, multiple ACDs

and performance optimization products, our customers are seeing the benefits of

SIP-based, VoIP-enabled solutions to gain a competitive advantage," he added.