Aspect Software Releases Aspect Quality Management 2.5.1
September 21, 2006
Aspect Software Releases Aspect Quality Management 2.5.1. Check it out:Aspect Software has announced the general availability of Aspect Quality Management 2.5.1, a solution that simplifies the call recording and quality management process.
The latest release is tightly integrated with Aspect Spectrum ACD, which enables the quality management and full-time recording solution to be available to all users of the Aspect Signature ACDs.
The new integration as well as the existing integration with Aspect CallCenter ACD, provides several benefits to contact centers using the Aspect Software (News - Alert) Signature ACDs.
Benefits include reduced cost of ownership, ease of use, improved partitioning of call access and security, and more power to find calls of interest quickly.
The recording and compression technologies allow capturing of more calls, enabling contact centers to implement 100 percent recording. The system can also perform audio and screen recording of the full interaction with easy access to all call segments when calls are transferred.
Supervisors can use the Overall Aspect Quality Management to evaluate agent progress.
Additionally, the customers are automatically surveyed after the call, using tools. Since these tools can be administered by any contact center manager, it removes the need for IT resources when new surveys are required.
Other features in the new release include Trunk Tapping Support, Links to Related Calls and Integrated Windows Logins.
With Trunk Tapping Support, recordings can now be conducted by tapping directly into the ACD trunks. The Links to Related Calls playback module offers links to related calls and the Integrated Windows Logins enables standard Windows authentication for user login as an option to using the integrated ACD login.
“We have seen great interest in our quality management product because of the value it provides, as well as the desire for the latest capabilities, such as the tight integration into the automatic call distributors,” said Brian Derr, vice president of quality management solutions at Aspect Software in a press release.
Derr continued: “Being able to configure call recording rules based on existing ACD definitions and then monitor every segment of a call as it is transferred while receiving tightly integrated customer feedback when the satisfaction survey is completed makes it incredibly easy for an organization to single-out exemplary interactions. It also helps to identify areas for improvement with the agent, the overall interaction process, and the enterprise as a whole.”
Aspect was in news recently when the company released its first "Contact Center Satisfaction Index Europe" survey, conducted by the Leo J. Shapiro and Associates market research firm.
According to the report, consumers gave the contact center industry in Europe a grade of 67 percent.
For more information, visit Aspect Software.What’s the number one VoIP conference in terms of attendance? What’s the leading VoIP expo for exhibitors in terms of lead generation? And which VoIP industry event will feature special attractions for service providers, resellers, and the enterprise and SMB market as well as an overview on the Future of IP Telephony? Answer: INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006. See you in San Diego!
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Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.
Related Tags: quality management, aspect software, aspect quality, contact center, internet telephony, Aspect
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