FEATURE: UC Meets the contact center

Aspect seeks to unify contact center and Enterprise

Aspect dominates the contact center software arena and is seeking to leverage that stronghold with a push into the unified communications space. Aspect says 10 percent of calls require experts outside the call center and it is the unifying of communications with these experts Aspect is targeting. Aspect is planning a series of enhancements to ensure seamless interoperability between its software and unified communications applications.

"It is important for organizations to include the contact center as part of their broader unified communications strategy because customers can be a key beneficiary of the value that unified communications brings," said Bern Elliot, research vice president at Gartner. "To succeed, enterprises should leverage contact center technology broadly into their enterprise, and similarly contact centers should understand how to leverage enterprise UC technology into their operations."

The challenge for Aspect will be to integrate their voice platform with the multi-messaging formats--IM, SMS, Video and Voice mail--UC platforms typically are managing. And as web based self service options expand  Enterprises will similarly need to be able to make experts available for trouble shooting and level two assistance.  Release