Workforce Productivity Feature Article

Aspect Communications Corporation and eGain Communications Corp.announced that Aspect has validated eGain Mail, an integral part of eGain Service version 7, on Aspect Uniphi Suite version 6.1, the latest release of Aspects applications convergence platform for contact centers. Customers can use eGains solution in an Aspect Uniphi Suite environment to integrate e-mail-based customer care into their contact centers.

Contact centers using eGain Mail with Aspect Uniphi Suite can provide a consistent quality of customer service across e-mail, voice, Web and other Aspect-supported communication channels, said Brian Gentile, senior vice president and chief marketing officer at Aspect. Open standards-based solutions, such as these products from Aspect and eGain, offer businesses flexibility by enabling them to add multichannel capabilities to improve their customer interactions.

Our combined technologies can help companies differentiate themselves with the ability to respond promptly and professionally to customer inquiries, every timeregardless of media channel, said Ashu Roy, chief executive officer of eGain. eGain Mail and Aspect Uniphi Suite together produce a blended multichannel environment that ensures all communications are routed to the agents most appropriately skilled to resolve them satisfactorily.

Aspect Uniphi Suite provides businesses with the tools for managing multiple channels of customer communications in an integrated, more effective, less-labor intensive manner. The software offers the flexibility and functionality of ACD, CTI and IVR applications on a single, centrally administered, switch-agnostic platform.

eGain Mail helps companies manage large volumes of customer communications swiftly and effectively by automatically acknowledging and responding to e-mails received and recommending optimal answers for agents to use in replying to customer inquiries.

The integration of Aspect Uniphi Suite and eGain Mail is based on industry-standard Web Services interfaces supported by both Aspect and eGain. The integration allows multichannel agents using Aspect Uniphi Suite to access eGains centralized knowledge base and offers easy-to-use administrative features.