Aspect® Unified IP® 7

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Aspect Unified IP 7 Overview

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Aspect® Unified IP® 7

  1. 1. Aspect® Unified IP® 7 Aspect Unified IP 7 is a next generation contact center solution that:  Supports what you need today, and for the next generation of customer contact in the future.  Leverages unified communications infrastructure and collaboration software to break down communication silos in the contact center and across the enterprise for customer service, collections and sales.  Offers a complete set of contact channels, including SMS and IM, to support your consumer demands by providing their channel of choice and delivering a rich, consistent customer experience. ©2011 Aspect Software, Inc. All rights reserved.
  2. 2. Aspect® Unified IP® Inbound Capabilities Advanced Call Routing — DNIS, ANI, Data Directed routing — Longest idle, Terminal, Circular routing — Multi Dimensional Skills-based routing — Multi Site Post Call Routing — Dynamic Prioritization Intelligent Queue Management — Wait-time & Queue Position Notification — Queue Optimization — Music on hold — Service Voice Mail — Abandoned Call Recuperation — Voice Mail Voice Portal Agent Empowerment — Inherent Screen Pop ACD Unified: Dialer — Individual Agent and Group Level Callbacks Administration Reporting — Multichannel blending Workflow — Park State Open IP Closed IP — Agent on Demand TDM — Manualaspect.com Quality Internet Accept Management Contact — Ask an Expert functionality with integration to Microsoft Lync2 ©2010 Aspect Software, Inc. All rights reserved.
  3. 3. Aspect® Unified IP® Voice Portal Capabilities Interactive Voice Response  DTMF and VoiceXML based IVR  Automated Attendant,  ODBC and Host Connectivity  Multi Language prompts Intelligent Contact Management  Email and Web Chat scripting  Advanced Intelligent Routing  Callback and Exclusion Management Multi Media Script Designer  Visual Scripting workspace Voice Portal  Script Debugger, Emulator and Offline Design Unified: Advanced Voice Portal ACD Administration Dialer Reporting  VoiceXML based TTS and ASR Workflow Open IP  VoiceXML Sub Dialog, VoiceXML Freeform Closed IP TDM  VoiceXML 2.0 and 2.1 certified aspect.com Quality Internet Management Contact  Nuance RealSpeak, OpenSpeech Recognizer3 ©2010 Aspect Software, Inc. All rights reserved.
  4. 4. Aspect® Unified IP® Outbound Dialing CapabilitiesBest In Class Dialing Functionality— Automated Dialing (line to agent ratio)— Blaster Dialing (agent-less mode)— Preview, Timed Preview (Progressive)— Predictive Dialing— Precision Dialing (compliance)— Industry leading call analysis and AMDOutbound Campaign Management— Advanced List Management— External ODBC Table Dialing— Dynamic Record Feed Interface— Scripting and Desktop automation with LYRICall— Advanced Pacing ControlsAdvanced Features Voice Portal— Outbound IVR— Quota Control ACD Unified: Administration Dialer— Agents in multiple outbound campaigns Reporting Workflow— Dynamic List Management Open IP— Agent Account Ownership Closed IP TDM— Scheduled Callback (Agent/Service) aspect.com Quality Management Internet Contact— Exclusion (Do Not Call) Management— Skills routing4 ©2010 Aspect Software, Inc. All rights reserved.
  5. 5. Aspect® Unified IP® Internet Contact Web Chat & Collaboration — Web Chat — Web Collaboration (agent, customer led) — Web Call me, Web Callback — Chat Recording and Monitoring — Agent Assist - Knowledge Base access Email Management — Auto Response — Confidence Level Control — Auto Acknowledgement — Assisted Response with Suggestions Knowledge Base Voice Portal — FAQ — Natural Language Processing ACD Unified: Dialer Administration — Microsoft SQL Server Reporting Workflow Open IP Closed IP aspect.com TDM Quality Internet Management Contact5 ©2010 Aspect Software, Inc. All rights reserved.
  6. 6. Aspect® Unified IP® Quality Management Capabilities Logging & Recording — Voice, Web Chat and Web Collaboration recording — On Demand Recording (agent, supervisor, script) — Compliance Recording (100%, based on rules, schedule) Quality Monitoring — Silent Monitoring, Coaching, Barge-In — Voice, Web Chat & Collaboration Monitoring — Remote Monitoring — Screen Monitoring and Recording — Agent Performance Scoring and Analysis Voice Portal Recording Management — Search by time range, size, user data ACD Unified: Administration Dialer — Large Capacity Storage & Compression Reporting Workflow — Offline Archival (e.g. DVD) Open IP Closed IP TDM — Recording Export, Email and Security aspect.com Quality Internet Management Contact6 ©2010 Aspect Software, Inc. All rights reserved.
  7. 7. Enterprise Intelligent Routing Enterprise Intelligent Routing (IP NIQ)  Advanced Skills Based Routing  Queue and route your inbound calls  Dynamically adjust skills and call across multiple Aspect Unified IP priority in real-time systems in your enterprise  Control on a call-by-call basis what  Enterprise Routing between Aspect groups of which resources to queue Unified IP and Aspect CallCenter the call to ACD systems  Ensure high-touch interactions by  Select and reserve the best skilled routing the caller to the last person agent no matter what site or system they spoke too that are logged into19 ©2011 Aspect Software, Inc. All rights reserved.
  8. 8. Aspect® Unified IP® Quality Management Capabilities Logging & Recording — Voice, Web Chat and Web Collaboration recording — On Demand Recording (agent, supervisor, script) — Compliance Recording (100%, based on rules, schedule) Quality Monitoring — Silent Monitoring, Coaching, Barge-In — Voice, Web Chat & Collaboration Monitoring — Remote Monitoring — Screen Monitoring and Recording — Agent Performance Scoring and Analysis Voice Portal Recording Management — Search by time range, size, user data ACD Unified: Administration Dialer — Large Capacity Storage & Compression Reporting Workflow — Offline Archival (e.g. DVD) Open IP Closed IP TDM — Recording Export, Email and Security aspect.com Quality Internet Management Contact8 ©2010 Aspect Software, Inc. All rights reserved.

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