Aspect (News - Alert) Software recently announced that it has entered into a channel partnership agreement with Capita IT Services, a part of Capita plc. The new agreement will enable Capita IT Services to offer Aspect’s entire customer experience portfolio of contact center software to customers in the UK.
Aspect Software is a customer contact specialist aiming to provide fully-integrated contact center solutions that brings together customer interaction management, workforce optimization, and back-office services – the three most important facets of modern contact center management.
One of the key factors behind this strategic partnership is the organizations’ existing individual relationships with Microsoft (News - Alert). This allows Capita IT Services to supply a purpose-built Microsoft unified communications (UC) practice around Microsoft Lync. Capita IT Services will also provide support for Aspect’s entire contact center technology portfolio, but will pay special attention to Aspect Unified IP (UIP) as part of its Microsoft UC solution, as well as Aspect Workforce Management (WFM) across its prospect and customer base.
In a statement, Simon Furber, managing director of technology solutions at Capita IT Services, said, “The partnership with Aspect comes at an ideal time when Capita IT Services is progressing with a programme to take Lync-based UC propositions to new prospects and selected customers. We have recently worked with Microsoft to create a robust Lync solution, supported by a comprehensive service wrap. Benefits to call centers include the ability for call handlers to support customers and answer their questions via instant chat. Capita IT Services is now one of just six Microsoft premier Lync support partners in the UK”.
Aspect will now join Microsoft, Polycom and Plantronics (News - Alert) as one of four ecosystem partners to Capita IT Services, complementing its Microsoft UC Portfolio. While Capita IT Services will focus on Aspect UIP and WFM, the company also recognizes the enormous potential that exists with Aspect’s back office optimization, social media management, and cloud-based offerings.
Steve Boakes, manager, Channels & Partners, Northern Europe at Aspect said, “The strong ties to Microsoft made the collaboration a logical option for both parties. Not only will Capita IT Services now have wider and more robust products and services, but Aspect will benefit from Capita’s huge capabilities as a systems integrator and outsourcer. Capita’s large market footprint and impressive experience both offer Aspect scale, reach and sales capabilities, and we’re very much looking forward to working together.”