Aspect Extends Support with Lync-based Solution

Drives Greater Efficiencies

By Robin Wilding
Updated: May 23, 2011

Aspect Extends Support with Lync-based Solution

Aspect just extended their portfolio with the new addition of Microsoft's Lync-based solution, a move that will improve their contact center with better efficiency and customer satisfaction. This new move will allow the contact center giant to leverage the enterprise-grade tools available from Microsoft and from within their own portfolio to deliver enterprise-class capabilities to the small-to-medium business market.

Aspect's new Contact 2011 platform will open up their services to a larger segment of customers, offering a perfect solution for clients looking for customer contact software, with robust features, to companies with fewer than 100 seats.

“Aspect has filled a void in the internal help desk and small- to mid-sized contact center market with Aspect Contact 2011 by combining our robust contact center capabilities with Microsoft’s unified communications and collaboration to deliver a powerful, effective, easy-to-deploy, cost-effective solution,” says Mike Ely, VP of Technology at Aspect.

Aspect Contact 2011 use a subset of the core capabilities from their enterprise tool set in the Unified IP product, including voice, instant messaging, email routing, real-time reporting, and historical reporting. This new out-of-the-box product from Aspect includes not only parts of their Unified IP solution but also many high-level features from Microsoft—all which can be deployed within hours via pre-configured settings.

Aspect's portfolio of enterprise-grade tools has led them to be one of the top companies in their class for companies offering enterprise contact center products. But, this new move is a natural progression in market usurpation for Aspect, who plans to take on the 85% of contact center market share that is focused within the 100-seat-or-less market.

Aspect is now offering seamless multichannel routing capabilities, a hardy agent desktop, expert-based searching, IM, centralized admin controls, reporting, and support for remote and telecommuting contact center agents.  

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