Aspect Software Releases Aspect Enterprise Contact Server 6.2
WESTFORD, Mass. Aspect Software, Inc. made generally available the Aspect Enterprise Contact Server 6.2, offering an application that blends automatic call distributor (ACD) functionality and computer-telephony integration (CTI). The new release also incorporates the routing and CTI capabilities of Aspect Uniphi Suite. Aspect Software has also released a new version of Aspect Contact Server 6.2.
Aspect Enterprise Contact Server 6.2 builds on the functionality in Aspect Contact Server and expands it by integrating resources and data from across the enterprise. It creates a view of the contact center by pulling information from multiple channels, switches, reporting and administration interfaces. The latest releases of both products offer built-in displays and historical reporting with standardized templates that may be customized.
Aspect Enterprise Contact Service 6.2 provides adapters to support front office integration with Siebel and SAP customer relationship management (CRM) applications. The new release also continues to support Microsoft Exchange, permitting e-mail to be routed and handled utilizing the same workflows as those used for voice and Web interaction. Web interaction integration enables agents to manage Web chat communications, providing white boarding, screen sharing, Web page and file push. In addition, a Software Developer Kit allows for a variety of custom integrations to be created. These 6.2 releases support integration with Aspect CallCenter ACD, with support for Nortel and Avaya ACDs to follow later this year.