In the competitive unified communications and contact center industries, if a company stands out above the crowd to be recognized for its efforts, the tendency is to tout the news in order to strengthen its positioning in the market. Aspect (News - Alert) Software is doing just that.

 

Positioned as the world’s largest company solely focused on unified communications for the contact center, Aspect software has announced that its Aspect Unified UP solution has received a strong overall customer satisfaction rating in the 2008 Hosted Contact Center Infrastructure Report from DMG Consulting LLC.

Customers surveyed for the report gave Aspect Unified IP an overall hosted solution satisfaction rating of 4.33 on a five-point scale. This rating was based on the customer’s entire experience with Aspect Software.

 

The company also received the highest scores in hosted solution product satisfaction with a score of 4.67. This strength in performance demonstrates that customers were highly satisfied with the features and functionality of Aspect Unified IP.

Offering multi-tenancy capabilities, the Aspect Unified UP is designed to enable companies to take advantage of the secure partitioning and session initiation protocol (SIP)-based voice over IP (VoIP) applications that will support software as a service (SaaS (News - Alert)) models to provide hosted contact center functionality to internal and external customers.

According to the DMG definition, a hosted contact center solution is one that is "a multi-tenant, multi-channel, inbound/outbound routing and queuing solution for contact centers that is owned and managed by a vendor and made available to the user/tenant over the Internet."

"The hosted contact center infrastructure market has grown slowly since 2004, but the increased adoption of VoIP and significant pressure within companies to reduce operation expenses, has led to more interest in hosted offerings," said Donna Fluss, president of DMG Consulting LLC, in a Tuesday statement.

Fluss continued: "In today's economy, many companies are looking for ways to lower contact center costs while continuing to provide an outstanding customer experience. As the U.S. economy slows, more companies are expected to turn to hosted solutions to help them achieve their goals. DMG Consulting predicts that by the end of 2011, 30 percent to 35 percent of all new contact center seats will be hosted."

Certain strengths of the Aspect Unified UP hosted solution were detailed in the 2008 report, including a functionally rich hosted solution, comprehensive call recording, and a flexible scripting tool. It also highlighted the solution’s reporting and security features, as well as the agent and supervisor capabilities.

"Our hosted contact center customers have been enjoying the flexibility and the benefits of a unified approach and they're seeing the value that is bringing to their end-users," said Serge Hyppolite, director of interaction product management, Aspect Software, in Tuesday’s statement. "Aspect Unified IP delivers all the capabilities they need to reduce complexity and improve their customer service, sales and collections business processes and this has been underscored by our rankings in this report."

The global contact center industry continues to prove to be volatile, requiring that companies continue to focus on progressive and innovative solutions that will not only meet customer expectations, but also anticipate trends to drive additional revenue streams and long-term growth.  

 

 

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