Microsoft, Aspect forms strategic alliance

BANGALORE, INDIA: Microsoft and contact center company Aspect Software Inc. has announced a multiyear strategic alliance to deliver unified communications (UC) to contact centers around the world.

Aspect will design its Unified IP contact center solution to interoperate with Microsoft’s platform for software-powered voice and UC.

Microsoft is making an equity investment in Aspect to accelerate the development and adoption of the new solutions and services.

“Our alliance and the resulting joint solutions are designed to enhance sales, service and support capabilities for organizations of all types and sizes, across many industries. We strongly believe that the combination of Microsoft Office Communications Server 2007 and Aspect Unified IP will redefine the way companies interact with their customers,” said Jim Foy, president and CEO of Aspect.

Aspect will begin development of the optimized solutions immediately. This year, Aspect plans to release a new version of its .NET-based Aspect Unified IP product, which delivers interoperability with Microsoft Office Communications Server 2007, and which will include ask-an-expert capability using instant messaging and presence technology in Office Communications Server 2007.

Aspect is designing this feature to enable contact center agents to find and consult with experts anywhere in a company to resolve inquiries in a single interaction.

Aspect plans to extend the interoperability of its Unified IP with Office Communications Server to include software-powered voice in subsequent releases.

This solution is being designed to enable contact centers to seamlessly escalate customer interactions to different channels like phone, instant messaging, e-mail or conferencing while addressing reliability, scalability and reporting needs.

According to the agreement, Aspect will also build a professional services and systems integration practice for Microsoft’s unified communications software.