• June 28, 2005
  • By Colin Beasty, (former) Associate Editor, CRM Magazine

June 28, 2005

Aspect Communications has unveiled Aspect Uniphi Suite Version 6.1, the latest installment of its contact center operating environment. Version 6.1, which Karen Auman, senior product marketing manager at Aspect, describes as "the next step in our converged contact-center vision," is an open standards-based suite that provides ACD, CTI, and IVR on a single, centrally managed, switch-agnostic platform. She notes, though, that convergence is often used to in reference to the convergence of voice and data, but Aspect defines "converged" as "the convergence of contact center applications and technologies into one suite of applications."

Version 6.1 simplifies application development, system administration, and management, and supports Aspect Call Center; Cisco Call Center Manager; eGain Service; Microsoft Exchange, Microsoft .NET, and Windows; and Sharepoint. Based on the Aspect Uniphi architecture, Uniphi Suite includes the Aspect Uniphi Engine, Aspect Uniphi Contact Center, Aspect Uniphi Voice Portal, and integration with Aspect's workforce management software. Auman says, however, that "the real news of this release is that we have doubled the number of supported agents to 500 agents." Cinergy, a diversified energy company, has already selected Uniphi Suite.

Experian has announced the availability of B2B Marketing Triggers, a commercial triggering solution that utilizes both credit and marketing data to improve campaign results. B2B Marketing Triggers provides users with demographic and business credit information. The solution also incorporates monthly changes to business addresses, phone number, or contact information.

Siebel Systems and IBM have reached an agreement in their joint plan to deliver a Service Oriented Architecture (SOA)-based application. Siebel is now offering Siebel 7.8 Web UI Dynamic Developer Kit (DDK), SOA solution that leverages IBM WebSphere Application Server and IBM WebSphere Portal to allow organizations to provide access to Siebel functionality through portals and custom Web applications.

Aspective, a provider of Microsoft CRM solutions in the U.K., and Experian have agreed to integrate their commercial credit checking with Microsoft CRM to provide an integrated solution to manage credit risk. The new solution will help companies manage risk, reduce bad debt, and enable businesses to make decisions about potential suppliers and/or customers.

Verint has extended its relationship with British Telecommunications (BT). The expanded partnership adds Verint Actionable Intelligence Contact Center Solutions to BT's standard Solution Portfolio.

Nortel has introduced a suite of Velocity Incentives for their North American Channel Partners, designed to drive channels to sell converged voice, data, and applications solutions. The addition of the Velocity Incentives marks the third phase of Partner Advantage, Nortel's existing North American channel program for partners. Velocity Incentives will enable their channel partners the opportunity to increase profitability and decrease equipment costs.

Aprimo has appointed John Ludwig CFO. Ludwig joins Aprimo from Brightpoint, a distributor of mobile phones, where he served as vice president of corporate finance and investor relations.

EDS has deployed Siebel 7.8 to help the company manage its business process and technology outsourcing business. The company was a beta customer for Siebel 7.8 and is the first Siebel customer to go live with the new CRM solution. EDS has deployed a customer solution based on Siebel 7.8 that includes customer order management, pricing, catalog product configuration, analytics, and customer data integration applications.

Related articles:
Nortel's Single Appliance for Contact Centers
Siebel Launches Its Latest Application

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