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.  

Featured Research
  • The Contact Center Conquers the Cloud

    Contact Centers have come a long way over the past few decades. Learn how this important asset has evolved into the cutting-edge offerings of today. more

  • Contact Center Software on a Budget

    Although contact center software is necessary for a modern contact center, it can be outrageously expensive. Many companies find that their budget bloats during the implementation process. more

  • The New 2016 Contact Center and Call Center Comparison Guide

    Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide. more

  • Contact Center Software Cost Guide

    The success of your contact center depends just as much on the software you use as it does on the performance of your agents. Selecting the right software could mean the difference between success and failure for your business. more

  • Implementing Web Chat in Your Contact Center

    Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers. more

Related Articles