Aspect Software Launches Extended Contact Center Solution 'Tiger Shark'

Aspect (News - Alert) Software has been a long-standing provider of customer contact, enterprise workforce optimization and Microsoft platform solutions. Today, the company has expanded its offerings by launching its Unified IP 7.1, codenamed “Tiger Shark,” which serves as an extension to the Unified IP 7 family that will power the company’s multichannel interactions solutions for customer contact.

“Aspect Social Media Integration,” a special feature of the Unified IP 7 platform, allows companies to integrate social dialogue into their contact centers and also apply workflow rules, call center performance analytics and workforce optimization capabilities to social media-based communications.

Additionally, this new extension offers added flexibility and efficiencies for inbound multichannel contact handling, while also enabling companies to deliver consistent experiences across all communicational channels. This ultimately creates “a single experience continuum from self-service through assisted service,” says this Destination CRM article.

Furthermore, newer capabilities including expanded compliance for proactive outreach, aggressive quality and performance investments and enhanced inbound capabilities for delivering high-touch service make Aspect Unified IP 7.1 an ideal contact center solution.

Why the codename, though?

“With the ability to keep customers agile and moving forward, Unified IP 7.1 is an interaction management solution that enables organizations to shrewdly navigate the challenges of effective customer interaction management," said Michael Regan, senior vice president of research and development at Aspect,” in a statement. "Aspect Unified IP 7.1 comes with a host of enhanced features that fully leverage its highly available, scalable architecture. But Tiger Shark is not just about the sheer number of next-generation capabilities; it's also about the quality built into each and every one of them."

With Tiger Shark, customers can truly rest assured that their calls will be properly routed to ensure optimum agent match-up for consistent customer satisfaction and experience – not to mention business-owners will see an increase in agent productivity, as this capability is now expanded to voicemail routing, which enables companies to queue, prioritize and rout messages as if they were calls, Destination CRM explains.

In other related news, 8x8 (News - Alert), Inc., a renowned leader in contact center technology, announced today that it would be showcasing its cloud telephony and unified communications (UC) solutions at the upcoming ITEXPO West 2012, one of the world’s largest communication and technology events, which will take place October 2-5 in Austin, Texas. The company also boasts Platinum Sponsorship of the event, as well as the company’s Vice President of Business Development, Huw Rees (News - Alert), as a keynote speaker.

To find out more about Platinum sponsor 8x8, visit the company at ITEXPO at Booth #801 to be held October 2-5 at the Austin Convention Center in Austin, TX, where Debbie Jo Severin is speaking during "Grow Your Business Without Sacrificing Options.” For more information on ITEXPO, click here.


Edited by Amanda Ciccatelli