SOURCE: Aspect Software, Inc.

March 16, 2006 10:42 ET

Aspect Software Announces Availability of Aspect Enterprise Campaign Manager 2.0; New Release Provides Enhanced Enterprise-Level Management and Disaster Recovery

Teleperformance Hellas Experiences Significant Operational Improvements Across Multiple Outbound Call Centers

WESTFORD, MA -- (MARKET WIRE) -- March 16, 2006 -- Aspect Software, Inc. the world's largest company solely focused on the contact center, today announced the general availability of Aspect® Enterprise Campaign Manager™ 2.0, which helps contact centers to achieve even greater operational performance and agent productivity.

From the company's Performance Optimization product line, Aspect Enterprise Campaign Manager is a customer interaction data warehouse, centralized contact list manager and prioritized call management solution that integrates with multiple technology components -- such as predictive dialers and disparate host systems -- to provide an enterprise-wide view, real-time monitoring, adaptability and centralized control of proactive contact campaigns.

"We are very pleased with the operational improvements we are enjoying since installing Aspect Enterprise Campaign Manager," said Nikos Tsahouridis, director of methods, Teleperformance Hellas. "The centralized campaign management across our multiple dialers was easy to setup, is simple to monitor and modify and the automation of previously manual tasks has significantly improved our ability to standardize campaign execution and reporting even as the administrative staff time required has decreased. Additionally, we are now able to remotely manage campaigns, allowing for more rapid adjustments as we monitor campaign performance."

Aspect Enterprise Campaign Manager 2.0 provides improved decision making, increased campaign performance and reduced administrative costs, enhanced contact efficiency, improved agent productivity and increased business continuity capabilities through the following new functionality:

--  Enterprise-wide view of activities that enable changes to strategies
    in real-time
--  Multi-tenant system to split resources among tenants
--  Algorithms that track predictive dialer call result history over time
    and create best-time-to-call strategies to improve right-party contacts
--  Sophisticated filtering for continued dialing of high-risk records and
    reduced unnecessary calls
--  Centralized, secure server and redundant systems minimize downtime and
    dramatically reduce recovery time associated with list changes and
    predictive dialer outages
--  On-demand dissemination of campaign records to the dialer behind a
    secure firewall limits sensitive customer data exposure
    
Tsahouridis added, "We are in the process of implanting the embedded Aspect Campaign Optimizer 'Best-Time-to-Call' features and expect this to significantly increase our right-party contact rates, resulting in agent productivity and call volume capacity improvements. We are also planning to implement the failover and redundancy capabilities in the coming months, reducing our risk of the many negative impacts that result from unexpected campaign disruptions. All in all, we see many benefits to using Aspect Enterprise Campaign Manager. Putting it in place was a great move for our business."

Aspect Enterprise Campaign Manager 2.0 enables significant business benefits, including:

--  Improved decision-making -- Contact center administrators, at either
    the enterprise level or individual locations, can make rapid, fully-
    informed decisions based on dynamic business intelligence and enterprise-
    wide reporting of information and activities occurring throughout the
    contact centers.
--  Increased agent productivity -- Agents are more productive with
    automatic load balancing based on demand across sites and predictive
    dialers.
--  Enhanced campaign performance -- Campaigns can yield increased success
    through the use of automated workflow from campaign to campaign based on
    history, business rules and the use of best-time-to-call capabilities to
    initiate calls to customers and prospects at the time and number where they
    are most likely to be reached.
--  Increased business continuity -- During system outages and personnel
    variances, the centralized management of disparate contact resources offers
    balance across the entire enterprise, based on business rules, instead of
    being managed through a site-by-site failover policy.
--  Streamlined processes -- Users have the ability to consolidate data
    from multiple hosts into a single data warehouse, then subsequently go back
    and add updates providing more efficient host data management.
    
"Well suited for contact centers with multiple sites, multiple dialers or multiple hosts, Aspect Enterprise Campaign Manager provides an extensive array of features and capabilities while offering easy administration of multiple campaigns," said Steve Herlocher, vice president of product management at Aspect Software. "And just as important, this new version also helps enable business continuity based on a variety of recovery scenarios, as well as increased security functionality to protect customer information."

Aspect Enterprise Campaign Manager 2.0 is designed to seamlessly operate with Aspect® Unison® Predictive Dialer and Aspect® Conversations™ Predictive Dialer. Later this year, the release of Aspect Enterprise Campaign Manager 2.1, will also offer a seamless integration with Aspect® EnsemblePro™, from the Unified product line, which is a complete contact center solution that unites inbound, outbound and blended multi-channel contact (voice, email, web and fax), while delivering robust queuing, routing, reporting and agent empowerment capabilities. Additionally, Aspect Enterprise Campaign Manager 2.1 will include a data exchange capability for non-Aspect outbound dialing solutions.

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. Aspect Software believes in using the power of technology to positively transform the customer-company experience. That belief has led Aspect Software 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 www.aspect.com.

Note: Aspect, Aspect Software Enterprise Campaign Manage, Unison Predictive Dialer, Conversations Predictive Dialer and EnsemblePro are trademarks or registered trademarks of Aspect Software, Inc; All other trademarks or tradenames are the property of their respective owners.

Contact Information

  • For more information, please contact:
    Aleassa Schambers
    630 227 7969

    Jennifer Stroud
    615 473 8617
    Aspect Software, Inc.