Aspect Software, a provider of customer interaction management and workforce optimization solutions, and Voxeo (News - Alert), now an Aspect company and provider of Interactive Voice Response (IVR) solutions, have developed a joint solution that ensures a seamless handover from self-service to live assistance.

Last month, Aspect (News - Alert) agreed to acquire Voxeo for about USD 150 million. The acquisition focuses on accelerating Aspect's delivery of cloud, hybrid and premise-based deployments. It also provides data center infrastructure and network operation center (NOC) capabilities that will help expand regional delivery of Aspect's cloud solutions and Software as a service (SaaS (News - Alert)) hosting capabilities.

Voxeo delivers hosted and on-premise multi-channel IVR and communications enabled business processes. Voxeo’s Unlocked Communications solutions complement Aspect’s call center software to deliver end-to-end solutions for both self-service and agent-assisted customer interactions, on premise or in the cloud.

The joint solution combines Voxeo's multi-channel self-service platform, Voxeo CXP Pro, with Aspect Unified IP contact center, including Computer Telephony Integration (CTI (News - Alert)), to attach data gathered in the IVR or mobile app to the call so that the contact center agents get a screen pop of relevant information ensuring seamless handover from self-service to live assistance.

 Voxeo CXP, formerly known as VoiceObjects (News - Alert), delivers proactive outbound services in three deployment options, including cloud, on-premise and hybrid. Aspect’s fully integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. 

The joint solution will benefit contact centers as they can seamlessly align their people, processes and touch points, the company said.

"In less than 30 days after Aspect acquired Voxeo, our solutions are already working together to provide a seamless interaction of Voxeo and Aspect UIP platforms," said Jim Freeze, chief marketing officer of Aspect. "This solution gives our customers flexible deployment choice across the cloud or on-premise, easy CTI capabilities, and the richest IVR feature set in the market today."