Inter-Active Technologies is operating South Africa’s first Aspect Unified IP outsourced contact centre. By using Aspect Unified IP, Inter-Active can offer companies the capability to outsource inbound and outbound customer interaction management to its ACTIVcontact hub, which has a capacity of more than 300 contact centre seats.
“Our customers can now have all of the high reliability, performance and flexibility that contact centres need to successfully deliver positive interactions. For example, contact centres who want to outsource the overflow on incoming calls to minimise caller waiting times, can have these calls automatically rerouted to the Inter-Active Technologies contact centre, where our agents are ready to assist,” says Brendan van Staaden, chief executive of Inter-Active Technologies.
“We have the greatest of faith in Aspect products, having sold their products for a number of years, because they provide a trusted application on a stable and reliable platform. With 2200-square metres of contact centre space, Inter-Active Technologies is planning to expand into this area with Aspect Software solutions, to continue to give our clients more control and flexibility while we meet their needs for additional offerings, such as multimedia and outbound blending.”
Aspect Unified IP (previously known as Aspect EnsemblePro) is a session initiation protocol (SIP)-based Voice over Internet Protocol (VoIP) unified contact centre solution that provides automatic call distribution (ACD), predictive dialing, voice portal capabilities, Internet contact, workflow management, multichannel recording and quality management to help organisations achieve their customer service, collections and sales and telemarketing business process goals. In addition, it also includes an embedded voice portal for advanced speech recognition and text-to-speech, advanced outbound list management, and multi-tenancy and partitioning that supports a software as a service (SaaS) model.
Inter-Active Technologies is also interoperating Aspect Unified IP with the Asterisk Business Edition IP PBX. Asterisk Business Edition is an enterprise-grade version of the acclaimed Asterisk open source PBX. Because of its SIP-based VoIP capabilities, the Asterisk Business Edition can readily interoperate with Aspect Unified IP, enabling Inter-Active Technologies to see even more benefits through reduced costs and greater flexibility.
“Inter-Active Technologies’ inauguration of the first Aspect Software IP-based outsourced contact centre in South Africa is extremely exciting. Aspect Software sees huge growth potential for outsourcing and hosted applications through this partnership,” says Henry McCracken, regional sales director for the Africa region at Aspect Software.
“With Aspect Unified IP and the Asterisk Business Edition, Inter-Active Technologies can now leverage a number of capabilities to meet the specific business requirements of each of its individual customers. Clearly, companies in South Africa are seeing the advantages of implementing standards-based unified applications, and Inter-Active Technologies is leading the way.”