Upload
jaime-h
View
4.158
Download
0
Tags:
Embed Size (px)
DESCRIPTION
Aspect Unified IP 7 Overview
Citation preview
Aspect® Unified IP® 7
Aspect Unified IP 7 is a next generation contact center solution that:
Supports what you need today, and for the next generation of customer contact in the future.
Leverages unified communications infrastructure and collaboration software to break down communication silos in the contact center and across the enterprise for customer service, collections and sales.
Offers a complete set of contact channels, including SMS and IM, to support your consumer demands by providing their channel of choice and delivering a rich, consistent customer experience.
©2011 Aspect Software, Inc. All rights reserved.
aspect.com
2
Aspect® Unified IP® Inbound Capabilities
Advanced Call Routing— DNIS, ANI, Data Directed routing— Longest idle, Terminal, Circular routing— Multi Dimensional Skills-based routing— Multi Site Post Call Routing— Dynamic Prioritization
Intelligent Queue Management— Wait-time & Queue Position Notification— Queue Optimization— Music on hold— Service Voice Mail— Abandoned Call Recuperation— Voice Mail
Agent Empowerment— Inherent Screen Pop— Individual Agent and Group Level Callbacks— Multichannel blending— Park State— Agent on Demand— Manual Accept— Ask an Expert functionality with integration
to Microsoft Lync
QualityManagement
Voice Portal
InternetContact
DialerUnified:Administration
ReportingWorkflow
Open IPClosed IP
TDM
ACD
©2010 Aspect Software, Inc. All rights reserved.
aspect.com
Aspect® Unified IP® Voice Portal Capabilities
Interactive Voice Response DTMF and VoiceXML based IVR Automated Attendant, ODBC and Host Connectivity Multi Language prompts
Intelligent Contact Management Email and Web Chat scripting Advanced Intelligent Routing Callback and Exclusion Management
Multi Media Script Designer Visual Scripting workspace Script Debugger, Emulator and Offline Design
Advanced Voice Portal VoiceXML based TTS and ASR VoiceXML Sub Dialog, VoiceXML Freeform VoiceXML 2.0 and 2.1 certified Nuance RealSpeak, OpenSpeech Recognizer
QualityManagement
InternetContact
DialerUnified:Administration
ReportingWorkflow
Open IPClosed IP
TDM
Voice Portal
ACD
3©2010 Aspect Software, Inc. All rights reserved.
aspect.com
Aspect® Unified IP® Outbound Dialing Capabilities
Best In Class Dialing Functionality— Automated Dialing (line to agent ratio)— Blaster Dialing (agent-less mode) — Preview, Timed Preview (Progressive)— Predictive Dialing— Precision Dialing (compliance)— Industry leading call analysis and AMD
Outbound Campaign Management— Advanced List Management— External ODBC Table Dialing— Dynamic Record Feed Interface— Scripting and Desktop automation with LYRICall— Advanced Pacing Controls
Advanced Features— Outbound IVR— Quota Control— Agents in multiple outbound campaigns— Dynamic List Management— Agent Account Ownership— Scheduled Callback (Agent/Service)— Exclusion (Do Not Call) Management— Skills routing
QualityManagement
InternetContact
Unified:Administration
ReportingWorkflow
Open IPClosed IP
TDM
ACD Dialer
Voice Portal
4©2010 Aspect Software, Inc. All rights reserved.
aspect.com
Aspect® Unified IP® Internet Contact
Web Chat & Collaboration— Web Chat— Web Collaboration (agent, customer led)— Web Call me, Web Callback— Chat Recording and Monitoring— Agent Assist - Knowledge Base access
Email Management— Auto Response— Confidence Level Control— Auto Acknowledgement— Assisted Response with Suggestions
Knowledge Base— FAQ
— Natural Language Processing
— Microsoft SQL Server
QualityManagement
Unified:Administration
ReportingWorkflow
Open IPClosed IP
TDM
ACD
Voice Portal
InternetContact
Dialer
©2010 Aspect Software, Inc. All rights reserved.5
aspect.com
Aspect® Unified IP® Quality Management Capabilities
Logging & Recording— Voice, Web Chat and Web Collaboration recording — On Demand Recording (agent, supervisor, script)— Compliance Recording (100%, based on rules,
schedule)
Quality Monitoring— Silent Monitoring, Coaching, Barge-In— Voice, Web Chat & Collaboration Monitoring— Remote Monitoring— Screen Monitoring and Recording— Agent Performance Scoring and Analysis
Recording Management— Search by time range, size, user data— Large Capacity Storage & Compression— Offline Archival (e.g. DVD)— Recording Export, Email and Security
Unified:Administration
ReportingWorkflow
Open IPClosed IP
TDM
ACD
Voice Portal
InternetContact
Dialer
Quality Management
©2010 Aspect Software, Inc. All rights reserved.6
Enterprise Intelligent Routing
Enterprise Intelligent Routing (IP NIQ) Queue and route your inbound calls
across multiple Aspect Unified IP systems in your enterprise
Enterprise Routing between Aspect Unified IP and Aspect CallCenter ACD systems
Select and reserve the best skilled agent no matter what site or system that are logged into
Advanced Skills Based Routing Dynamically adjust skills and call
priority in real-time Control on a call-by-call basis what
groups of which resources to queue the call to
Ensure high-touch interactions by routing the caller to the last person they spoke too
©2011 Aspect Software, Inc. All rights reserved.19
aspect.com
Aspect® Unified IP® Quality Management Capabilities
Logging & Recording— Voice, Web Chat and Web Collaboration recording — On Demand Recording (agent, supervisor, script)— Compliance Recording (100%, based on rules,
schedule)
Quality Monitoring— Silent Monitoring, Coaching, Barge-In— Voice, Web Chat & Collaboration Monitoring— Remote Monitoring— Screen Monitoring and Recording— Agent Performance Scoring and Analysis
Recording Management— Search by time range, size, user data— Large Capacity Storage & Compression— Offline Archival (e.g. DVD)— Recording Export, Email and Security
Unified:Administration
ReportingWorkflow
Open IPClosed IP
TDM
ACD
Voice Portal
InternetContact
Dialer
Quality Management
©2010 Aspect Software, Inc. All rights reserved.8