August 29, 2006

Aspect, Servion Announce Contact Center Partnership

By David Sims, TMCnet Contributing Editor

New Delhi-based Aspect Software, Inc., which fancies itself "the world's largest company solely focused on the contact center," has announced that it and Servion Global Solutions, a vendor of customer interaction management products, have entered into a partnership to "cater to the growing requirements of the regional contact center market," according to Aspect officials.

The Aspect eWorkforce Management product is marketed as letting a contact center "plan, manage and optimize the performance of multiskilled, multichannel, multisite and outsourced staffing resources accurately and efficiently."

This scalable suite uses industry-standard hardware and software and can integrate with most popular ACDs and predictive dialers. Its core component provides workforce management forecasting, scheduling and tracking functionality.

K. Balakrishnan, MD & CEO, Servion Global Solutions, said the partnership with Aspect would strengthen his company's ability to "optimize customer communications for our clients," since it "fortifies our commitment to offer a complete suite of contact center solutions."

According to a recent report from tech analyst firm Frost & Sullivan, Aspect Software (News - Alert) owns 32.2 percent of the workforce management market worldwide, which Aspect officials claim is "11.6 percent greater share than the next largest workforce management vendor."

A couple weeks ago, Aspect announced that Brother International Corporation, a vendor of products for the home, home office and office, will be implementing Aspect Spectrum ACD and Aspect Customer Self Service voice portal across its contact centers.

Aspect Spectrum ACD, from the Aspect Signature Product Line, supports critical, high-volume customer interactions by tightly integrating reliable automatic call distribution functionality with sophisticated computer telephony integration applications, in both traditional circuit-switched infrastructures and Internet Protocol environments.

The open architecture, company officials say, provides "a flexible, integration-friendly platform that adapts to dynamic conditions and consistently delivers 99.999 percent availability."

In July Aspect announced that Aspect eWorkforce Management, released June 30, has "a redesigned user interface for easier navigation" and has improved their support for outbound and blended contact center environments. And hey, it's available in those Simplified Chinese, Traditional Chinese, Korean and Japanese packages you were waiting for.

The enhanced outbound support in Aspect eWorkforce Management 7.0 includes an "improved algorithm," company officials said, to "do a better job ensuring that the right number of agents are scheduled to handle the predicted outbound and blended workload to help maximize the number of contacts made and revenue generated."

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.

(source: http://news.tmcnet.com/news/2006/08/29/1836930.htm)