Aspect Software Review

Aspect Software, formed from the merger of Aspect Communications and Concerto Software in September 2005, focuses solely on the contact center industry. The company provides call center software and equipment for customer service, collections, and sales and telemarketing for in-house and outsourced contact centers.

What Aspect Software does

Aspect Software provides internet protocol (IP) and traditional voice based products and services for customer service, collections, and sales and telemarketing business processes. The company’s unified contact center solution helps your business improve productivity, create opportunities for value-added customer experiences and decrease the time to bring new capabilities to market for a clear-cut competitive advantage.

Satisfied Customers

China Eastern, HealthNet, Alaska Airlines, AJC, Virgin Atlantic Airways, Atlanta Journal Constitution, Affinity Group, Inc., International Cruise and Excursions, Inc., LCA-Vision, Inc

Call Center Product(s)

  • Aspect Unified IP Contact Center
  • Aspect Signature
  • Aspect PerformanceEdge

Call Center Software Key Features

  • Aspect Software delivers all-in-one, IT-ready solutions that reduce complexity, lower costs and increase business agility by consolidating all contact center functionality into standards-based software that is easy to deploy, manage and propagate throughout the enterprise – giving both business and IT optimal choice and control.
  • The company’s leadership gives it unparalleled industry insight – and Aspect builds this insight into all its contact center offerings. Aspect’s unified architecture radically reduces complexity and paves the way for unified communications in the contact center – which its customers, in turn, can extend throughout the enterprise. This approach can transform customer-company interactions by streamlining and enhancing customer-facing business processes.
  • Aspect software technology powers more than 1.2 million agents at over 5,000 customer sites worldwide – and these sites manage more than 125 million customer-company interactions every day.

Call Center Software Modules

  • Session Initiation Protocol (SIP)-based voice over IP (VoIP)
  • Automatic Call Distribution (ACD)
  • Predictive Dialing
  • Voice Portal
  • Internet Contact
  • Workflow Management
  • Multi-channel Recording
  • Quality Management
  • Recording and Quality Management
  • Performance Management
  • Campaign Management
  • Coaching and eLearning

Call Center Technology

The company’s unified contact center architecture brings together IP telephony, customer interaction technologies and unified communications capabilities such as rich presence, instant messaging, shared directories and calendars to enable organizations improve how customers, contact center agents and enterprise knowledge workers interact and perform.

Bottom Line

The company’s leadership gives it unparalleled industry insight – and Aspect builds this insight into all of its contact center offerings. Aspect’s unified architecture radically reduces complexity and paves the way for unified communications in the contact center, which customers, in turn, can extend throughout the enterprise. This approach can transform customer-company interactions by streamlining and enhancing customer-facing business processes.