Enterprise Contact Server 6.2

Features: Aspect Software Inc., a company focused on the contact

center, has announced the general availability of Aspect Enterprise Contact

Server 6.2, offering an application that blends automatic call distributor (ACD)

functionality and computer-telephony integration (CTI), while delivering greater

capacity and improvements to availability and security.






The new release also incorporates the advanced routing and CTI capabilities of
Aspect Uniphi Suite. This added functionality can lead to an improved customer

interaction experience by routing the customer voice or Internet-based contact

to the most appropriate agent, regardless of whether that agent is in a single

or multi-site contact center environment, an Aspect statement said.






Additionally, for contact centers solely needing back-end system integration for
screen pop capabilities, Aspect Software has also released a new version of

Aspect Contact Server 6.2.






Aspect Enterprise Contact Server 6.2 builds on the functionality in Aspect
Contact Server and expands it by integrating resources and data from across the

enterprise. It creates a cohesive, real-time view of the contact center by

easily pulling information from multiple channels, switches, reporting and

administration interfaces.






The latest releases of both products offer built-in real-time displays and
historical reporting with standardized templates that may be customized. High

availability enhancements provide automatic and quick recovery in the event of

network failure and security enhancements protect against threats by adhering to

IT security policies.






“These latest releases offer even greater functionality while also providing a
seamless migration path for users of previous versions of Aspect Contact Server,

Aspect Enterprise Contact Server and Aspect Uniphi Suite,” said Steve

Herlocher, vice president of product management, Aspect Software.






“Consumers have clearly indicated that what they value most is being routed
quickly to a knowledgeable and informed agent. With these products, companies

can be assured that they will be able to deliver what consumers want --

ultimately providing a positive customer interaction experience.”






Aspect Enterprise Contact Service 6.2 provides adapters to support front office
integration with Siebel and SAP customer relationship management (CRM)

applications. The new release also continues to support Microsoft Exchange,

permitting e-mail to be routed and handled utilizing the same workflows as those

used for voice and web interaction.






Web interaction integration enables agents to manage web chat communications,
providing white boarding, screen sharing, web page and file push. In addition, a

powerful Software Developer Kit allows for a wide variety of custom integrations

to be created. These 6.2 releases support integration with Aspect CallCenter ACD,

with support for Nortel and Avaya ACDs to follow later this year.