Contact center solutions provider Concerto Software may have an appellation that is not long for this world, but that apparently hasn't halted innovation on the company's part.
The company, which is in the process of merging with the former Aspect Communications Corp. into a company to be called Aspect Software, today announced that it is extending voice over Internet Protocol (VoIP) functionality in several of its principal products with new releases scheduled to be launched in the next two quarters.
"The flexibility of IP allows contact centers to distribute the work to where it makes the most sense, regardless of geographic region, and allows them to quickly react and be proactive regarding changing business conditions, as well as meet regulatory and compliance requirements without compromising customer satisfaction or cost," said Ralph Breslauer, executive vice president of global sales and marketing at Concerto. "Our focus is to continue providing solutions that enable contact centers to take advantage of those IP capabilities, in an evolutionary fashion, thereby still allowing companies to achieve their strategic business objectives in collections, customer service or sales and telemarketing."
That evolution includes support for the session initiation protocol (SIP) to connect the agent to the contact center and the contact center to the network. The products offering new IP capabilities that will enable customers to increase agent productivity and reduce costs without compromising existing technology investments, customer satisfaction and agent satisfaction, include:
EnsemblePro, the platform for Concerto Unified Edition and a complete solution offering unified inbound, outbound and blended multichannel contact (voice, e-mail, Web and fax;
Spectrum ACD, which supports high-volume customer interaction by integrating ACD functionality with computer-telephony integration (CTI) applications;
Unison Predictive Dialer, an outbound customer contact product that integrates with existing voice and data systems and offers campaign development tools, predictive dialing, call blending, a browser-based agent desktop, real-time statistics and historical reporting; and
Conversations Predictive Dialer, which provides outbound call management capabilities to improve agent productivity, allows flexibility in managing operational costs and leverages existing technology investments. The upcoming release will offer agent VoIP connectivity via SIP.
"When companies move to an IP infrastructure, it doesn't mean they have to sacrifice features and functionality to gain the cost benefits associated with VoIP. This is one of the reasons we've chosen to integrate SIP, which has matured into the technology that we feel confident offering to our customers, while providing the same comprehensive routing, reporting and monitoring features that are synonymous with Concerto," said Roger Sumner, Concerto chief technology officer.
For more information, visit www.concerto.com.
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles by Tracey Schelmetic, please visit the archives.
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