September 16, 2008
Aspect Partners with Tellme to Deliver Unified Contact Center Solution and Services
By Susan J. Campbell, TMCnet Contributing Editor
Tellme, a Microsoft subsidiary, and Aspect (News - Alert) Software have announced an agreement to bring together the Aspect unified contact center solution and services with Tellme’s proven voice services platform in an effort to deliver a flexible, cost effective joint contact center solution.
This agreement is positioned as expanding upon the strategic, multi-year alliance that Aspect and Microsoft (News - Alert) made earlier this year to deliver contact center solutions that offer deeper unified communications capabilities. With the growth in demand for unified communications solutions in the contact center, the opportunities for both companies are substantial.
This agreement provides that Aspect will enhance speed to market of a hybrid solution that leverages a premise-based and network-based contact center offering. In doing so, this solution will help businesses to realize cost savings benefits.
The agreement includes a joint roadmap to deliver Tellme’s (News - Alert) world-class, on-demand voice services platform to U.S.-based customers along with a tight integration with Aspect Unified IP.
Aspect Professional Services will also provide all consulting services across automatic call distributors (ACDs), predictive dialers and interactive voice response (IVR) systems that will be used to build the Tellme speech applications. Such robust functionality is expected to serve in helping companies to better manage spikes in volume, ensure business continuity and improve their customer service, collections and sales interactions.
"Enterprises spent $875 million for 'customer care on demand' (CCOD) in 2007," observed Dan Miller (News - Alert), Sr. Analyst at Opus Research, in a Tuesday statement.
"We forecast double digit growth in this category in the coming years as partnerships like Aspect/Tellme make it simpler to leverage premises-based resources with robust capabilities "in the cloud." This provides enterprises with ways to reduce expenses while maintaining control over the quality of care."
This partnership will enable Tellme’s caller experience monitoring and reporting capabilities to be integrated into the Aspect Unified IP offering. This combination will create what will be positioned as the most reliable and seamless solution in the market.
Tight integration between Aspect Unified IP and Tellme will enable common reporting, routing and administration to provide users with a unified view of their contact center operations.
"With our Tellme partnership, Aspect is uniquely positioned to help customers manage expenses, while meeting consumer demands, by melding premise and on-demand capabilities together to give contact centers the best of both worlds," said Mike Sheridan, Senior Vice President of Strategy at Aspect Software, in Tuesday’s statement.
"This is a great option for organizations that have dynamic requirements, are managing a growing or inconsistent call volume, and need lots of flexibility to deliver a superior customer experience."
"The market is looking for a solution, where a single provider can build, deploy, manage, and monitor their customer experience," said Bob Crissman, General Manager Partner Programs at Tellme, in the Tuesday statement.
"With this alliance, enterprises now have a one-stop-shop for the traditional contact center scenario as well as new opportunities for voice-driven customer service, such as HR and CRM needs."
This latest agreement between Aspect and Tellme brings together two powerful players in the contact center arena to deliver advanced solutions to meet the unified communications needs within the contact center industry.
Not only is this agreement an extension of the strategic initiatives between Aspect and Microsoft, it is also a joining of two solutions that provide the necessary capabilities to ensure that they are able to dominate the dynamic contact center market.
As the opportunities in unified communications in the contact center industry continue to expand, Tellme and Aspect will be perfectly positioned to maximize their respective positions to drive exponential growth.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi