SOURCE: Aspect Software

August 30, 2006 08:00 ET

Aspect Software Announces General Availability of Aspect Enterprise Contact Server 6.2

New Release Blends Advanced Routing and CTI Capabilities and Offers Increased Availability and Security

WESTFORD, MA -- (MARKET WIRE) -- August 30, 2006 -- Aspect Software, Inc., the world's largest company solely focused on the contact center, announced today the general availability of Aspect® Enterprise Contact Server™ 6.2, offering a robust application that blends automatic call distributor (ACD) functionality and computer-telephony integration (CTI), while delivering greater capacity and improvements to availability and security. The new release also incorporates the advanced routing and CTI capabilities of Aspect® Uniphi Suite™. This added functionality can lead to an improved customer interaction experience by routing the customer voice or Internet-based contact to the most appropriate agent, regardless of whether that agent is in a single or multisite contact center environment. Additionally, for contact centers solely needing back-end system integration for screen pop capabilities, Aspect Software has also released a new version of Aspect Contact Server 6.2.

Aspect Enterprise Contact Server 6.2 builds on the functionality in Aspect Contact Server and expands it by integrating resources and data from across the enterprise. It creates a cohesive, real-time view of the contact center by easily pulling information from multiple channels, switches, reporting and administration interfaces. The latest releases of both products offer built-in real-time displays and historical reporting with standardized templates that may be customized. High availability enhancements provide automatic and quick recovery in the event of network failure and security enhancements protect against threats by adhering to IT security policies.

"These latest releases offer even greater functionality while also providing a seamless migration path for users of previous versions of Aspect Contact Server, Aspect Enterprise Contact Server and Aspect Uniphi Suite," said Steve Herlocher, vice president of product management, Aspect Software. "Consumers have clearly indicated(1) that what they value most is being routed quickly to a knowledgeable and informed agent. With these products, companies can be assured that they will be able to deliver what consumers want -- ultimately providing a positive customer interaction experience."

Aspect Enterprise Contact Service 6.2 provides adapters to support front office integration with Siebel and SAP customer relationship management (CRM) applications. The new release also continues to support Microsoft Exchange, permitting e-mail to be routed and handled utilizing the same workflows as those used for voice and web interaction. Web interaction integration enables agents to manage web chat communications, providing white boarding, screen sharing, web page and file push. In addition, a powerful Software Developer Kit allows for a wide variety of custom integrations to be created. These 6.2 releases support integration with Aspect® CallCenter® ACD, with support for Nortel and Avaya ACDs to follow later this year.

(1) Note: 2005 Aspect Contact Center Satisfaction Index. For more information --

About Aspect Software

Aspect Software, Inc., the founder of the contact center industry, is the world's largest company solely focused on providing proven, innovative contact center products and services that enable the key business processes of customer service, collections, and sales and telemarketing. Each day, thousands of in-house and outsourced contact centers around the globe conduct more than 125 million customer interactions using Aspect Software products. We believe in using the power of technology to positively transform the customer-company experience. That belief has led us to accept the challenge of developing the world's most reliable automatic call distributors (ACDs), most trusted dialers, most widely-used and respected workforce management (WFM) solutions, most flexible voice self-service systems and the industry's first and most comprehensive unified, multi-channel contact center solution. Headquartered in Westford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit

Aspect, Aspect Software, Aspect Enterprise Contact Server, Aspect Uniphi Suite and Aspect CallCenter ACD 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.

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