As a follow-up to yesterday's announcement by Aspect of its Uniphi Suite version 6.1, the latest release of the company's applications convergence platform for contact centers, Aspect today announced a cooperation between itself and Web customer service company eGain Communications. eGain Mail, a component of eGain Service version 7, has been validated to work with Uniphi Suite 6.1 and provide users with a way to bring comprehensive e-mail customer care into their Aspect-based customer care operations (which already entail ACD, CTI and IVR functionalities). The goal was to allow agents using Aspect Uniphi Suite to access eGain’s centralized knowledge base.
“Contact centers using eGain Mail with Aspect Uniphi Suite can provide a consistent quality of customer service across e-mail, voice, Web and other Aspect-supported communication channels, ” said Brian Gentile, senior vice president and chief marketing officer at Aspect. “Open standards-based solutions, such as these products from Aspect and eGain, offer businesses flexibility by enabling them to add multichannel capabilities to improve their customer interactions.”
“Our combined technologies can help companies differentiate themselves with the ability to respond promptly and professionally to customer inquiries, every time—regardless of media channel,” said Ashu Roy, chief executive officer of eGain. “eGain Mail and Aspect Uniphi Suite together produce a blended multichannel environment that ensures all communications are routed to the agents most appropriately skilled to resolve them satisfactorily.”
Announced yesterday, the new version of Aspect Uniphi Suite 6.1 was updated to help simplify application development, system admin and management, and literally double the number of agents that can be supported by previous releases, without requiring companies to purchase new hardware or software.
Version 6.1 includes support for up to 500 agents (blended and voice-only), Microsoft .NET and Windows, Aspect Call Center, Cisco Call Center Manager, Sharepoint, Microsoft Exchange and eGain Service. The software is built on core standards, such as VXML, SOAP/Web Services and SIP. Aspect is an active member of the SIP Forum, which contributes to the development of global Internet communications based on IETF and W3C standards.
For more information, visit www.aspect.com or www.egain.com.