SOURCE: Aspect Software

July 11, 2007 08:00 ET

Aspect Software Releases Aspect Spectrum ACD 10.1 With SIP-Based VoIP Capabilities

Latest Version Includes SIP Functionality and Enhancements Designed to Reduce Operational Costs and Increase Flexibility

CHELMSFORD, MA--(Marketwire - July 11, 2007) - Aspect Software, Inc., the world's largest company solely focused on the contact center, today announced the general availability of Aspect Spectrum ACD 10.1, designed to help companies reduce costs and increase flexibility through feature-rich routing, administration and real-time and historical reporting for both traditional voice and now session initiation protocol (SIP)-based Voice over IP (VoIP).

Greater Flexibility, Control and Choice

The new VoIP capability of Aspect Spectrum ACD 10.1 allows contact centers to more easily support and administer low-cost remote agents by enabling them to redirect any call to any location on its network, as well as helps reduce costs by eliminating associated carrier charges. Contact centers can also use the product as a toll bypass application -- alleviating costly tie lines between centers or by enabling IP trunks, allowing the call to be routed over an existing LAN/WAN to other SIP-based interfaces. And because a contact center can easily extend its network with VoIP and quickly bring new agents online without any special equipment requirements, Aspect Spectrum ACD 10.1 enables improved disaster recovery functionality.

"The Aspect Spectrum ACD 10.1 release provides numerous operational enhancements, as well as added functionality to allow for a smooth transition to VoIP. We are highly mindful of the need to provide our customer's paths to new capabilities, like SIP-based VoIP, that leverage their existing investment, involves minimal disruption to their operations and most importantly provides them greater flexibility, control and choice," said Gary Barnett, chief technology officer and executive vice president at Aspect Software. "This latest release of Aspect Spectrum ACD 10.1 accomplishes this goal, which enables contact centers to be even more competitive and provide a higher level of customer service."

Teleperformance México, a leading customer relationship management and teleservice provider to the Mexican and Hispanic American markets, is relying on Aspect Spectrum ACD to enhance its service and productivity.

"As a company that provides both inbound and outbound customer service and sales support, Teleperformance México needs a highly reliable and extremely feature-rich contact center solution," said Eduardo Padron, chief information officer at Teleperformance México. "Because we are always looking for ways to enhance the service and productivity of our contact center, we were excited about the new version of Aspect Spectrum ACD. We have completed our evaluation of the product and its new VoIP capability and are very pleased with the ease of implementation and the high level of performance. When fully deployed throughout our contact centers, we expect to benefit from reduced infrastructure costs and improved disaster recovery capabilities while maintaining the high levels of service and reliability our customers expect from us."

Monitoring, Security and Desktop Enhancements

Aspect Spectrum ACD 10.1 also includes enhancements to monitoring, security and the Web Powered Agent™ desktop. Monitoring application improvements include more real-time data display options and added threshold setting and viewing capabilities. Platform enhancements consist of automated testing and diagnostic additions, expanded log files for more detailed diagnostic information, and improved firewall friendliness through network address translation (NAT) router compatibility.

For improved security, Aspect Spectrum ACD 10.1 now leverages lightweight directory access protocol (LDAP)/Active Directory to enable contact centers to implement their standard company resource access methodology, along with IT/IS authentication policies to enable the appropriate contact center administrators to access client desktop applications. In addition, agent desktop clients, like Web Powered Agent now provide expanded customer data and application password encryption along with improved authentication procedures. Other Web Powered Agent enhancements include expanded agent scheduling tools, dial lists, statistic displays, redundancy and load balancing.

Aspect Software has initiated a promotion to offer customers IP Starter and IP PLUS Starter bundles to cost effectively introduce IP connectivity into their contact center. The IP Starter bundle provides a 24 port license that can be used to connect agents through VoIP using SIP 2.0 enabled soft or hard phones. The IP PLUS Starter bundle provides a 24 port license, plus 24 Web Powered Agent licenses and 24 Polycom desktop phones, allowing customer to test a thin client desktop and soft phone in addition to IP connectivity.

For more information about Aspect Spectrum ACD 10.1 and/or the IP Starter or IP PLUS Starter bundle promotion, please email or call 1.888.412.7728.

About Aspect Spectrum ACD

Aspect Spectrum ACD, from the company's Signature product line, supports critical, high-volume customer interactions by tightly integrating reliable automatic call distribution (ACD) functionality with sophisticated computer telephony integration (CTI) applications in both traditional circuit-switched infrastructures and now SIP-based, software-only IP environments.

About Aspect Software

Aspect Software, Inc. founded the contact center industry and is now the world's largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its trusted Signature product line offers automatic call distributors (ACDs), dialers, voice portals and computer telephony integration (CTI). The company's leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and interaction optimization applications. And, its pioneering Unified IP Contact Center product line delivers a comprehensive, multichannel solution. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit

Aspect, Spectrum ACD, Web Powered Agent and Aspect Software 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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