SOURCE: Aspect Software

September 20, 2006 08:00 ET

Aspect Software Announces General Availability of Aspect Quality Management 2.5.1

Product Offers Tight Integration With Aspect Signature ACDs; Capturing Voice Within ACD Enables Precise Quality Management Results

WESTFORD, MA -- (MARKET WIRE) -- September 20, 2006 -- Aspect Software, Inc., the world's largest company solely focused on the contact center, announced today the general availability of Aspect® Quality Management™ 2.5.1, a solution that simplifies the call recording and quality management process. The latest release of Aspect Quality Management includes a tight integration with Aspect® Spectrum® ACD. With this added integration, the quality management and full-time recording solution is available to all users of the Aspect Signature ACDs, including Aspect® CallCenter® ACD.

Aspect Quality Management, from the company's Contact Center Performance Optimization product line, provides the capabilities for recording, reviewing and reporting on customer interactions, which can be used to help improve agent performance and job satisfaction, increase customer satisfaction and revenue generation, and better manage overall costs.

The new integration with Aspect Spectrum ACD, as well as the existing integration with Aspect CallCenter ACD, offers significant benefits to contact centers using the Aspect Software Signature ACDs, including lower cost of ownership, ease of use, improved partitioning of call access and security, and more power to find calls of interest quickly. Recording and compression technologies also make it possible to capture considerably more calls, allowing contact centers to implement 100 percent recording. The system performs audio and screen recording of the full interaction with easy access to all call segments when calls are transferred to observe the complete customer experience. The customer can even be automatically surveyed after the call using tools that any contact center manager can administer, removing the need for IT resources when new surveys are desired. Overall Aspect Quality Management enables supervisors to evaluate agent progress, which can impact the customer experience and business operations beyond the contact center.

"We have seen great interest in our quality management product because of the value it provides, as well as the desire for the latest capabilities, such as the tight integration into the automatic call distributors," said Brian Derr, vice president of quality management solutions at Aspect Software. "Being able to configure call recording rules based on existing ACD definitions and then monitor every segment of a call as it is transferred while receiving tightly integrated customer feedback when the satisfaction survey is completed makes it incredibly easy for an organization to single-out exemplary interactions. It also helps to identify areas for improvement with the agent, the overall interaction process, and the enterprise as a whole."

Other key capabilities in this latest release of Aspect Quality Management include:

--  Trunk Tapping Support - recordings can now be conducted by tapping
    directly into the ACD trunks.  This method is often the best choice for
    high capacity recordings because it increases the total volume of
    simultaneous calls that can be recorded by the product.
--  Links to Related Calls - the call playback module now offers links to
    related calls.  If a contact center manager or other user is scoring a
    particular call, which was transferred to another agent, a user will see a
    link for the portion of the recording after the transfer.  The manager can
    then click on this link and continue to listen to the second call segment.
    This provides contact centers with a complete view of the call quality of a
    customer interaction with the organization from beginning to end.
--  Integrated Windows Logins - enables standard Windows authentication
    for user login as an option to using the integrated ACD login.

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

Note: Aspect, Aspect Software, Spectrum ACD, Call Center ACD and Quality Management are trademarks or registered trademarks of Aspect Software, Inc. in the United States and other countries. All other trademarks or trade names are the property of their respective owners.

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