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.