Aspect Software's Unified IP solution has received a strong overall customer satisfaction rating in the 2008 Hosted Contact Center Infrastructure Report from DMG Consulting LLC, a market research firm specialising in contact centres and realtime analytics.
Customers surveyed in the report gave Aspect Unified IP an overall hosted solution satisfaction rating of 4.33 on a five-point scale, based on their entire experience with Aspect Software. The company also received the highest scores in hosted solution product satisfaction with a score of 4.67, demonstrating that customers were highly satisfied with the features and functionality of Aspect Unified IP.
Aspect Unified IP offers multi-tenancy capabilities, enabling companies to take advantage of the secure partitioning and session initiation protocol (SIP)-based voice over IP (VoIP) applications that support software as a service (SaaS) models to provide hosted contact center functionality to internal and external customers.
DMG1 defines a hosted contact center solution as “a multi-tenant, multi-channel, inbound/outbound routing and queuing solution for contact centers that is owned and managed by a vendor and made available to the user/tenant over the Internet".
“The hosted contact center infrastructure market has grown slowly since 2004, but the increased adoption of VoIP and significant pressure within companies to reduce operation expenses, has led to more interest in hosted offerings,” says Donna Fluss, president of DMG Consulting LLC. “In today’s economy, many companies are looking for ways to lower contact center costs while continuing to provide an outstanding customer experience.
"As the US economy slows, more companies are expected to turn to hosted solutions to help them achieve their goals. DMG Consulting predicts that by the end of 2011, 30% to 35% of all new contact center seats will be hosted.”
The 2008 report detailed some of the strengths of the Aspect Unified IP hosted solution including a functionally rich hosted solution, comprehensive call recording and a flexible scripting tool. The report also highlighted the solution’s reporting and security features, as well as the agent and supervisor capabilities.
“Our hosted contact centre customers have been enjoying the flexibility and the benefits of a unified approach and they’re seeing the value that it is bringing to their end-users,” said Serge Hyppolite, director of interaction product management, Aspect Software. “Aspect Unified IP delivers all the capabilities they need to reduce complexity and improve their customer service, sales and collections business processes and this has been underscored by our rankings in this report.”
Aspect Unified IP is a SIP-based VoIP product that unites full-featured automatic call distribution (ACD), predictive dialing, voice portal, Internet contact, workflow management, multichannel recording and quality management applications in a single software platform, giving business and IT more choice and control.