Aspect Quality Management 2.5.1 is Available
WESTFORD, Mass.Aspect Software, Inc., the world's largest company solely focused on the contact center, announced today the general availability of Aspect Quality Management 2.5.1, a solution that simplifies the call recording and quality management process. The latest release of Aspect Quality Management includes a tight integration with Aspect Spectrum ACD. With this added integration, the quality management and full-time recording solution is available to all users of the Aspect Signature ACDs, including Aspect CallCenter ACD.
Aspect Quality Management, from the company's Contact Center Performance Optimization product line, provides the capabilities for recording, reviewing and reporting on customer interactions, which can be used to help improve agent performance and job satisfaction, increase customer satisfaction and revenue generation, and better manage overall costs.
The new integration with Aspect Spectrum ACD, as well as the existing integration with Aspect CallCenter ACD, offers significant benefits to contact centers using the Aspect Software Signature ACDs, including lower cost of ownership, ease of use, improved partitioning of call access and security, and more power to find calls of interest quickly. Recording and compression technologies also make it possible to capture considerably more calls, allowing contact centers to implement 100 percent recording. The system performs audio and screen recording of the full interaction with easy access to all call segments when calls are transferred to observe the complete customer experience. The customer can even be automatically surveyed after the call using tools that any contact center manager can administer, removing the need for IT resources when new surveys are desired. Overall Aspect Quality Management enables supervisors to evaluate agent progress, which can impact the customer experience and business operations beyond the contact center.