[July 26, 2000]

Aspect Call Center 2000 v.8.0 Delivers Enhanced Contact Routing, Networking, And System Management

Aspect Communications Corporation, a provider of customer relationship portals, announced general worldwide availability of Aspect Call Center 2000 v.8.0, a software application for queuing, routing and networking contact center transactions. Offering tighter integration with the Aspect Customer Relationship Portal and its suite of other applications with a single, intuitive interface, Aspect Call Center 2000 v.8.0 can simultaneously queue contacts for agents across multiple contact centers according to sophisticated routing rules defined within Aspect eBusiness Architect.

The ability to manage agent resources across multiple contact centers as if they were one virtual center is key to multisite businesses wishing to implement customer relationship management strategies. The Aspect Call Center software's IP Network InterQueue option in conjunction with the Aspect Portal has been enhanced in this release to deliver a single virtual contact center image by enabling the simultaneous queuing of contacts across up to 128 systems, supplying business data to the agent desktop and managing the messaging decisions of calls over the IP data network. In addition to the consistent image presented to customers, the virtual contact center allows for significant operational efficiencies and increases business profitability using the company's existing LAN/WAN network.

"Bayer competes in a global marketplace where timely access to information is essential, for example, to hospital and pharmacy operations," said Dirk Pauli of Bayer (IS Communications Technology), an international research-based company with major businesses in healthcare, life sciences and chemicals, and a global account of Aspect strategic partner Siemens. "Our deployment of Aspect Call Center v.8.0 with IP Network InterQueue enables efficient decision-based call queuing across our multisite contact centers in Germany. This helps to increase productivity and ensures consistent follow-the-sun services in the future."

"Companies have to be very selective when choosing the technology that touches their customers because how well it works to serve them can set the stage for long-lasting, profitable relationships," said David Puglia, Aspect vice president of product marketing. "Aspect Call Center 2000 v.8.0 software in conjunction with the Aspect Portal can enable businesses to respond to customers in a consistently efficient manner. They can securely transfer contacts and accompanying customer data to the best resource available at any of their networked contact centers in a cost-effective manner that is transparent to the customer -- regardless of where the original communication was placed. Both the company and the customers can feel the positive effects of this invisible touch."

To help make routing decisions within the contact flow, Aspect Call Center 2000 v.8.0 offers improved features such as estimation of how long it will take for the last contact received to be answered and calculations to ensure achievement of optimum service levels. These features allow the software to make appropriate routing decisions at the beginning of a call flow rather than after having queued the call for a period of time.

Feedback from Aspect customers drove the development of many of the enhanced features in Aspect Call Center 2000 v.8.0, including system management features such as increased security profiles, network backups and additional telephony support.

Aspect Call Center 2000 v. 8.0 is open, standards-based software that seamlessly integrates with a company's existing infrastructure, Aspect Customer Relationship Portal software and Aspect Portal applications, such as Aspect Multimedia, Aspect Customer DataMart, Aspect Web Interaction and Aspect Customer E-Mail, to offer a multimedia CRM solution for all contact points -- voice, e-mail, Web and fax.

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