Aspect Software, a provider of customer contact, enterprise workforce optimization, and Microsoft platform solutions, today launched Unified IP 7.1, codenamed Tiger Shark, which is an extension of the Unified IP 7 family that powers Aspect's multichannel interaction solutions for customer contact.
A feature of the Unified IP 7 platform, Aspect Social Media Channel Integration, allows companies to bring social dialogue into the contact center and apply workflow rules, call center performance analytics, and workforce optimization capabilities to social media-based communications. The 7.1 release brings additional flexibility and efficiencies for inbound multichannel contact handling and allows companies to deliver consistent experiences across all communications channels, creating a single experience continuum from self-service through assisted service.
The Unified IP 7 family includes turnkey features for dynamic inbound, skills-based, and rules-based routing to ensure the right agent is matched with the right customer for a consistent customer experience and increased agent productivity. This capability is now expanded to voicemail routing, giving companies the ability to queue, prioritize, and route messages as if they were calls.
Many new capabilities have been added to Aspect Unified IP 7.1, including the following:
- Expanded compliance capabilities for proactive outreach;
- Aggressive quality and performance investments; and
- Enhanced inbound capabilities to deliver differentiated high-touch service.
"As an Aspect application service provider, we've been very impressed with the easy upgrade and the improved usability of Aspect Unified IP 7.1," said Rocky Livingston, chief information officer at USAN, in a statement. "The advanced capabilities, such as the skills-based routing feature and dynamic inbound services, in this release have been instrumental in helping us close new business opportunities for USAN. These features particularly have been a big selling point to our customers looking for a feature-rich, geographically redundant hosted solution."
"Why the code name Tiger Shark? With the ability to keep customers agile and moving forward, Unified IP 7.1 is an interaction management solution that enables organizations to shrewdly navigate the challenges of effective customer interaction management," said Michael Regan, senior vice president of research and development at Aspect, in the statement. "Aspect Unified IP 7.1 comes with a host of enhanced features that fully leverage its highly available, scalable architecture. But Tiger Shark is not just about the sheer number of next-generation capabilities; it's also about the quality built into each and every one of them."