Compare Call Center Software

Alejandro Bourg, Vicepresidente de Ventas para América Latina y el Caribe de Aspect presentó junto con su aliado a nivel mundial, Microsoft, una nueva solución que facilita la atención al cliente que llama a un centro de contacto. Este lanzamiento es parte de un roadshow mundial que trae ahora a México a expertos internacionales de ambas empresas.
Video Rating: 0 / 5

Impressie van het Next generatie Contact Center door Aspect.
Video Rating: 0 / 5

Conoce un perfil diferente de los principales actores de la industria. En este video toca el turno de Antonio Baez, Sales Director México and Caribbean de Aspect.
Video Rating: 0 / 5

Ricardo Pardo, Director del Programa de Canales de Telefonía de Microsoft Latinoamérica nos habla sobre la inversión en conjunto con Aspect para integrar el portafolio de Comunicaciones Unificadas de ambas compañías. Productos como Microsoft Office Communication Server 2007 (OCS2007) y Exchange 2010 están siendo desarrollados junto con Aspect para lograr evolucionar los Centros de Contacto de hoy en día a lo que se conocerá como los Centros de Colaboración dentro de poco tiempo.

Chelmsford, Mass. (Vocus) November 6, 2007

Aspect Software, Inc., the world?s largest company focused solely on the contact center, today announced the company has continued to improve its ranking on the 2007 Software 500 list of the world?s largest software and services providers. Aspect Software once again placed among the top 100 companies on the list at number 76 overall, moving up from 82 in 2006 and 144 in 2005.

?Competition within the software industry continues to be fierce, and we believe that our ability to listen to our customers and extend our product offerings with the introduction of PerformanceEdge? and Aspect? Unified IP? has helped us differentiate ourselves, which is contributing to our higher ranking,? said Jim Foy, president and chief executive officer at Aspect Software. ?Through our climb up the list, we?ve established ourselves as one of the major players in the contact center market and the greater software industry. As the contact center plays an increasingly larger role in helping companies achieve their business objectives, we expect that our more than 30 years of experience in this space helping companies improve their customer service, collections and telemarketing processes will allow Aspect Software to continue to grow and improve our position on the Software 500 list.?

The Software 500 is a reflection of the overall software and services industry and provides a benchmark of growth by segment in the market.

?The 2007 Software 500 results show that growth in the software and services industry was healthy from 2006 to 2007, the ranking year,? says John P. Desmond, editor of Software Magazine and Softwaremag.com. ?The Software 500 helps CIOs, senior IT managers and IT staff research and create the short list of business partners. It is a quick reference of vendor viability, which is content of value.?

The Software 500 ranking is based on total worldwide software and service revenue for 2006. This includes revenues from software licenses, maintenance and support, training and software-related services and consulting. Suppliers are not ranked on their total corporate revenue, since many have other lines of business, such as hardware. The financial information was gathered by a survey prepared by King Content Co., as well as from public documents. The Software 500 list is posted at http://www.softwaremag.com.

About Digital Software Magazine, the Software Decision Journal, and Softwaremag.com

Digital Software Magazine, the Software Decision Journal, has been a brand name in the high-tech industry for nearly 30 years. Softwaremag.com, its Web counterpart, is the online catalog to enterprise software and the home of the Software 500 ranking of the world?s largest software and services companies, now in its 25th year. Software Magazine and Softwaremag.com are owned and operated by King Content Co.

About Aspect Software

Aspect Software, Inc. founded the contact center industry and is now the world?s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP? Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge?, the industry?s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company?s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit http://www.aspect.com.

Aspect, PerformanceEdge, Unified IP, and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

###

SAN JOSE, CA; MOUNTAIN VIEW, CA — July 1, 2005

Aspect Communications Corporation (Nasdaq: ASPT), a leading provider of enterprise customer contact solutions, and eGain Communications Corp. (OTC: EGAN.OB), provider of the industry?s top-rated* software suite for eService, today announced that Aspect has validated eGain? Mail, an integral part of eGain Service? version 7, on Aspect® Uniphi Suite version 6.1, the latest release of Aspect?s applications convergence platform for contact centers. Customers can use eGain?s solution in an Aspect Uniphi Suite environment to integrate e-mail-based customer care into their contact centers.

?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.?

Aspect Uniphi Suite provides businesses with the tools for managing multiple channels of customer communications in an integrated, more effective, less-labor intensive manner. The software offers the flexibility and functionality of ACD, CTI and IVR applications on a single, centrally administered, switch-agnostic platform.

eGain Mail helps companies manage large volumes of customer communications swiftly and effectively by automatically acknowledging and responding to e-mails received and recommending optimal answers for agents to use in replying to customer inquiries.

The integration of Aspect Uniphi Suite and eGain Mail is based on industry-standard Web Services interfaces supported by both Aspect and eGain. The integration allows multichannel agents using Aspect Uniphi Suite to access eGain?s centralized knowledge base and offers easy-to-use administrative features.

About eGain Communications

eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing mid-sized companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for more than a decade. Twenty-four of the fifty largest global companies rely on eGain to transform their traditional call centers, help desks and Web customer service operations into multichannel customer interaction hubs and to extend their service-based competitive advantage.

eGain Service? 7, the company?s software suite, includes integrated, best-in-class applications for Web self-service, e-mail management, knowledge management, live Web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management and service fulfillment. These robust applications are built on the eGain Service Management Platform? (eGain SMP?), a scalable next-generation framework that includes end-to-end service process management, multichannel, multisite contact center management and certified out-of-the-box integrations with leading call center, content and business systems.

Headquartered in Mountain View, Calif., eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit http://www.eGain.com or call the company?s offices: United States: 800-821-4358; London: 1753-464646.

About Aspect Communications

Aspect Communications Corporation is a leading provider of contact center solutions and services that enable businesses to manage and optimize customer communications. Aspect’s global customer base includes more than two-thirds of the Fortune 50 and leading corporations in a range of industries, including transportation, financial services, insurance, telecommunications, retail and outsourcing, as well as large government agencies. The company’s leadership is based on two decades of expertise. Aspect is headquartered in San Jose, Calif., with offices in countries around the world.

*Source: 2005 ForresterWave report on eService and 2005 Patricia Seybold Group bull?s eye report on customer service

eGain, the eGain logo and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

Aspect, the Aspect logo and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.

Contacts:

Jennifer Stroud????

Aspect Communications????

(615) 221-6842????????????????

jennifer.stroud@aspect.com

Karen Thrash

eGain Communications Corp.

(650) 230-7528 ????

pr@egain.com

###

More Aspect Contact Center Press Releases

Alexandria, VA — March 6, 2008

Kathie Drayton, Director of Workforce Planning with VIPdesk and an expert on the homeshoring revolution, will be presenting an educational session at the Aspect Customer Experience 2008 Conference, March 11 in Atlanta, GA. Drayton?s session, ?Preference Based Scheduling ? Aspect? eWorkforce Management? Empower for At-Home Agents?, will address one of the most pressing issues involved in successful management of a home-based workforce?management of resources, including effective scheduling of home-based agents.

In tight economic times, many businesses look for the best ways to cut costs while still maintaining the integrity of their brand. The use of a home-based workforce, also known as ?homeshoring?, is quickly becoming the business solution of choice for corporations that wish to manage costs while still maintaining specific attributes of their brand that their customers have come to expect?such as stellar customer service.

?Homeshoring of customer service jobs is a great way for businesses to cut costs while simultaneously increasing customer satisfaction,? says Drayton. ?However, management of home-based call center agents can be quite a challenge, especially when it comes to scheduling a team of home-based agents. I look forward to speaking at Aspect Customer Experience 2008, and sharing my experiences managing VIPdesk?s home-based workforce.?

VIPdesk, a pioneer of premium home-based contact center solutions and Concierge Services, is at the forefront of the ?homeshoring? revolution. There are estimated to be over 150,000 home-based customer service agents in the U.S. today, a number which is predicted to grow exponentially in the near term.

In her session, ?Preference Based Scheduling ? Aspect? eWorkforce Management? Empower for At-Home Agents?, Drayton will address the challenges and successes in utilizing preference based scheduling for agent contractors who can only be scheduled based upon the times they are available to work. Attendees will see how to use Aspect eWorkforce Management Empower to facilitate agents being able to view their schedules from home, update their availability to work, add or delete scheduled hours based upon intra-day staffing.

About ACE 2008

Aspect Customer Experience (ACE) 2008, taking place at the Hyatt Regency in Atlanta, Georgia from 9-12 March 2008, is the preeminent conference for users of Aspect Software solutions. The event is hosted by Aspect Software and the Aspect Software User Group Association (ASUGA). ACE has become a leading international forum to discuss strategies for bringing change to the contact center, and addresses topics that affect an organization?s collections, customer service, and sales and telemarketing operations on a daily basis. The annual event attracts executives from Aspect Software customers, ranging from small, medium and large enterprises seeking ways to balance customers? demands with the realities of the bottom line, reduce complexity, and maximize their contact center investments.

About VIPdesk

VIPdesk is the award-winning pioneer of home-based virtual contact center solutions for global brand leaders committed to enhancing their brand experience. Our best-in-class Brand Ambassador? and Concierge screening and certification processes ensure that the most highly educated, experienced representatives serve as a seamless extension of their brand. Our proprietary quality assurance tools and processes ensure continually improving results; our stringent industry standard and PCI Compliant technologies ensure the most secure environment possible for client interactions. As a result, VIPdesk’s prestigious clients experience higher customer satisfaction scores, increased average order size and overall financial performance, while realizing an unmatched economic value.

VIPdesk is proud to serve more than 60 clients in the retail, financial services, travel, consumer goods and automotive industries. Founded in 1997, VIPdesk has been continuously recognized for its growth and innovation as a multi-year recipient of the Inc. 500, Deloitte & Touche “Fast 500” and the Stevie Award for Women in Business.

For more information, visit http://www.vipdesk.com .

Media Contact:

Linda Dickerhoof

VIPdesk

703-837-3507

ldickerhoof @ vipdesk.com

# # #

Chelmsford, Mass. (Vocus) March 5, 2008

Aspect Software, Inc., the world?s largest company solely focused on the contact center, today announced that Keith Dawson, senior analyst for Frost & Sullivan, and Scott Ginsberg, author and publisher, will both deliver keynote addresses at its Aspect Customer Experience (ACE) 2008. ACE, taking place at the Hyatt Regency in Atlanta, Georgia 9-12 March 2008, is hosted by Aspect Software and the Aspect Software User Group Association (ASUGA).

ACE has become a leading international forum to discuss strategies for bringing positive change to the contact center, and addresses topics that affect an organization?s collections, customer service, and sales and telemarketing operations on a daily basis. The annual event attracts executives from small, medium and large enterprises alike seeking ways to balance customers? demands with the realities of the bottom line, reduce complexity, and maximize their contact center investments.

?The Aspect Customer Experience is an ideal environment for people to learn from their colleagues? challenges and successes, exchange innovative ideas with their peers, and collaborate with industry experts,? said Melody Cespedes, president, ASUGA board. ?We are honored to have Scott Ginsberg and Keith Dawson delivering the keynote addresses at this year?s event. They will provide insight into business success strategies relating to contact centers, and will set the stage for a terrific conference.?

Keith Dawson is a senior analyst for Frost & Sullivan and an authority on call centers and the management of customer care technology. Mr. Dawson has written thousands of articles and several definitive books, including the Call Center Handbook. Formerly an editor for Call Center Magazine, Mr. Dawson today focuses on the customer experience: how it is measured and whether companies are using the contact center to manage that experience to their advantage. Mr. Dawson will address unified communications trends and strategies for the contact center and will share his insight on the overall contact center market.

Scott Ginsberg, ?The Authority on Approachability,? carries the distinction of being the only person in the world who wears a nametag 24×7. He is the author of seven business books, publisher of thousands of articles, creator of award-winning Web sites and blogs, and has been inducted into ?Ripley?s Believe it Or Not!?

The ACE 2008 conference will feature breakout sessions with more than 130 Aspect Software-, customer-, and consultant-led sessions in English and Spanish. Attendees will learn best practices from other users on key contact center topics, such as managing at-home agents to improve customer service and agent morale, incorporating the contact center in a unified communications strategy, applying performance optimization solutions to increase service levels and create consistent customer experiences, and moving to an IP contact center to leverage the benefits of increased flexibility.

Attendees will also learn about the latest product offerings from Aspect Software and how they can use those products to meet their strategic customer contact objectives. Roundtable discussions will allow conference attendees to exchange ideas on contact center best practices.

ACE 2008 is being sponsored by the following leading companies:

3Com
AudioCodes
Bay Bridge Decision Technologies
CallMiner
Contact Center World
IQ Services
Intuit Consulting Services
Microsoft
Nuance
OpenSpan, Inc.
Oracle
Society of Workforce Planning Professionals (SWPP)
Softcom Technologies
Symon Communications

To learn more about the ACE 2008 conference, or to register to attend, please visit http://www.aspect.com/go/ACE.

About Aspect Software

Aspect Software, Inc. founded the contact center industry and is now the world?s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP? Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge?, the industry?s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching an eLearning applications. And, the company?s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit http://www.aspect.com .

Aspect, Unified IP, PerformanceEdge and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

###

Chelmsford, Mass. and Atlanta, Ga. (Vocus) October 16, 2007

Aspect Software, Inc., the world?s largest company focused solely on the contact center, and OpenSpan, enabler of the new enterprise desktop, today announced the general availability of the OpenSpan integration with the company?s PerformanceEdge? quality management application. The integration with OpenSpan allows Aspect Software to extend Aspect? Quality Management? functionality — such as screen capture and call tagging ? to record all back-office interactions with applications across the enterprise, helping companies gain insight into overall agent performance and create actionable plans to enhance productivity, performance and the customer experience.

?The OpenSpan Platform is the perfect complement to PerformanceEdge because it extends the scope of quality management to the business and enables contact centers to more easily achieve their operational and customer satisfaction objectives,? said Brad Murdoch, vice president of product management, OpenSpan Inc. ?The integration of the PerformanceEdge quality management application and the OpenSpan Platform means that contact centers can now gain insight across the entire customer interaction.?

The Aspect Quality Management and Open Span integration delivers a common desktop interface to applications, such as customer relationship management (CRM) tools, email or other systems to enable back-office recording and call tagging. This allows the company to evaluate overall performance, identify areas for improvement, and make immediate adjustments to further enhance the complete customer experience.

?Businesses are continuously looking for better tools for monitoring customer interactions, and the OpenSpan integration will provide Aspect Quality Management customers beginning-to-end insight into the entire customer interaction,? said Brian Derr, vice president of quality management solutions at Aspect Software. ?This integration adds value to our PerformanceEdge suite, which is designed to give companies a holistic view of the contact center and help them make intraday adjustments to ultimately align performance to support business goals. Aspect Software is committed to leveraging our relationships with innovative technology partners, like OpenSpan, to provide solutions that can help companies evaluate overall performance and improve the customer experience.?

Aspect Quality Management now has the capability to start, stop, pause and resume recordings based on agent desktop activity, such as when an agent flags a call as high priority in the CRM system or when an agent creates and sends an email. This means interactions can be categorized in more ways, and accessing recordings during searches is easier and faster. In addition, now related interactions can be tied together so users can see the full history of a customer?s interaction, all without programming. As a result, contact centers can increase agent efficiency, improve the customer service and make certain they are meeting quality levels in multichannel and back-office environments.

PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals.

About OpenSpan

OpenSpan is a venture-backed software organization focused on enabling the New Enterprise Desktop. Global 1000 enterprises leverage the OpenSpan Platform to integrate applications, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. Recognizing the unique approach to the difficult challenges associated with application integration, Gartner awarded OpenSpan with a 2006 Cool Vendor Award. OpenSpan is headquartered in Alpharetta, GA. More information about OpenSpan is located online at http://www.openspan.com.

About Aspect Software

Aspect Software, Inc. founded the contact center industry and is now the world?s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP? Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge?, the industry?s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company?s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit http://www.aspect.com.

Note: Aspect, Aspect Software, PerformanceEdge and Quality Management are trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. OpenSpan is a registered trademark of OpenSpan Inc. All other trademarks or trade names are the property of their respective owners.

###

Chicago, IL (Vocus) July 8, 2010

SAVO, the industry-defining Sales Enablement leader, announced that customer Aspect, a global provider of unified communications and collaboration services and software, has received an ROI Technology Award from analyst firm Nucleus Research, for its SAVO implementation. Aspect was selected among 350 entries for the award, which recognizes organizations achieving exceptional return on investment (ROI) in IT deployments.

When evaluating Sales Enablement providers, Aspect chose SAVO for its content generation capabilities, integration with existing systems and ease of use. The company deployed SAVO to internal sellers and channel partners, and Nucleus Research’s analysis of the deployment found it delivered an ROI of 276 percent and payback in just five months. Key benefits of the SAVO deployment included increased sales productivity, reduced sales overhead and improved partner management.

Tom Chamberlain, Director of Sales Readiness at Aspect, led the SAVO implementation:

“Aspect enlisted SAVO’s services within the scope of a very aggressive implementation timeline. SAVO stepped up with their best practices approach and industry expertise to assist Aspect in accomplishing our objective to launch a comprehensive, efficient, and easy-to-use and maintain Sales Enablement system in just five weeks. SAVO’s commitment and proficiency proved the company to be an integral component of our Sales Enablement strategy.”

Nucleus Research carefully assessed the costs and business benefits of technology implementations for each nominated organization, and selected Aspect for the tremendous value per dollar spent.

Rebecca Wettemann, Vice President of Research at Nucleus Research, stated:

“In addition to improving overhead within the internal organization, SAVO enabled Aspect to streamline sales readiness with its channel partners, leading to better sales productivity and solid ROI.”

About SAVO

www.savogroup.com

SAVO is the industry’s leading provider of Sales Enablement solutions, which maximize a sales organization’s ability to communicate value and differentiation in clear, consistent, and compelling ways. SAVO’s award-winning, on demand application combines proven sales and marketing best practices to address all aspects of the sales enablement challenge – spanning people, process, content, and technology. SAVO’s on-demand application and services have been developed and refined through long-standing relationships with companies such as Morgan Stanley, VMware, Walt Disney, ADP, Staples, Unum and GE Healthcare. The combination of real-world client experience, an innovative consulting approach and award-winning technology uniquely positions SAVO to deliver practical solutions to enable the entire sales organization.

About Aspect

Aspect is a global software and IT services firm specializing in applying Microsoft® unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com.

Follow Aspect on Twitter at http://www.twitter.com/AspectUC.

Aspect and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

Contact:

Leah Neaderthal

312-506-1727

###

Find More Contact Center Software Press Releases