Workforce Productivity Feature Article

IP contact center provider Nuasis Corp. announced today that it integrated its software-only, IP-based contact center system with Aspect eWorkforce Management software. The Nuasis product architecture includes SIP, XML and SOAP to support integration to core call center and enterprise software applications. In addition to Aspect eWorkforce Management, Nuasis also integrated with quality monitoring systems and CRM applications such as Siebel, PeopleSoft, and Oracle.

"Nuasis' standards-based, software-only architecture allows us to simplify the process of integrating the NuContact with workforce management applications. In fact, the NuContact Center was specifically architected to reduce the cost and complexity of integrating the contact center with existing data network infrastructure," said Kevin McPartlan, vice president, product direction, Nuasis Corporation.

The NuContact Center distributed system integrates self-service, deferred assistance and immediate assistance. The system routes and queues customer contacts across multiple geographically-dispersed service centers.

Nuasis made quite a stir when it announced it was picked by Pillar Data Systems, a provider of enterprise storage systems, to deploy its Nuasis NuContact Center for Pillar's customer service contact center operation.

The hub-and-node architecture of the Nuasis system contains failover and bypass capabilities to protect against the loss of a voice call under a variety of outage scenarios. According to the company's announcement released last week, "if communication is lost between a hub and node or if a node experiences a network or PC outage, calls in progress and in queue are automatically redirected to another node on the network." For this particular deployment, Pillar's main node of their Nuasis system is located at their primary customer service contact center in California while the failover or second node is located at the company's development center in Colorado.