Aspect makes virtualization a reality

NEW DELHI: Aspect Software Inc. today announced the general availability of Unified Command and Control, a highly scalable solution that enables contact centers to centralize reporting, routing, administration and workflow management in a single console.

Unified Command and Control helps manage as many as 40 different nodes for as many as 40,000 agents, either within a single site or across multiple contact center locations. It helps to reduce complexity, increase productivity and the ability to deliver an improved customer experience.

Unified Command and Control, a key component of the Aspect Software unified approach, opens the door for expanded virtualization by increasing an organization’s ability to manage and control multiple contact centers and applications, Aspect said in a statement.

Since Unified Command and Control was built upon a service-oriented architecture (SOA), it enables third-parties or Aspect Software partners to build their own adapters into their own products or other, similarly open, products in the future.

“Our customers are continuously looking for avenues to gain greater control and improve scalability and workloads across the enterprise,” said Gary Barnett, chief technology officer and executive vice president, Aspect Software.

“Unified Command and Control is delivering these virtualization capabilities and will change the way companies manage their contact center operations. From large, multi-national organizations with several contact centers around the globe, to small and mid-size companies with virtual remote agents, multiple ACDs and performance optimization products, our customers are seeing the benefits of SIP-based, VoIP-enabled solutions to gain a competitive advantage.”

This initial release of Unified Command and Control provides administration, reporting, and routing for Aspect CallCenter ACD 9.3 and the workforce management capability of PerformanceEdge, Aspect eWorkforce Management 7.1. Upcoming versions of Unified Command and Control will offer enhanced administration, routing and workflow capabilities targeted toward other Aspect Software products, including Aspect Spectrum ACD, Aspect Unified IP, and the quality and performance management capabilities of PerformanceEdge.

By consolidating data from various contact center applications, Unified Command and Control enables businesses to eliminate areas of duplication and reduce operating costs associated with managing agent profiles. It lets them use one system to facilitate all agent moves, adds, and changes across sites, and enables local survivable nodes, ensuring business continuity during a local network failure or in the event of a disaster.