Aspect-Microsoft form contact centre alliance

Microsoft and Aspect Software have announced a multiyear strategic alliance to help deliver unified communications (UC) to contact centres around the world.

Under the agreement, Aspect will design its Aspect Unified IP contact centre solution to interoperate with Microsoft’s platform for software-powered voice and unified communications and will offer it as the leading option to new and existing customers. Microsoft is making an equity investment in Aspect to accelerate the development and adoption of the new solutions and services.

This year, Aspect plans to release a new version of its NET-based Aspect Unified IP product, which delivers interoperability with Microsoft Office Communications Server 2007, and which will include a powerful ask-an-expert capability using instant messaging and presence technology in Office Communications Server 2007. Aspect is designing this feature to enable contact center agents to find and consult with experts anywhere in a company to resolve inquiries in a single interaction. The solution will enable contact centres to seamlessly escalate customer interactions to different channels – phone, instant messaging, e-mail or conferencing – while addressing reliability, scalability and reporting needs.

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