The new Aspect portal can tie multichannel contacts, including those made by telephone, email and web, into a blended virtual queue and assign them from a single PC.
Designed to allow customers and systems integrators to install and configure multimedia contact center applications more quickly and easily, Aspect Multimedia v 2.0 has a software developer’s kit, real-time monitoring of blended agent activity, sample real-time statistics and Java support.
“A consolidated view of all customer communications means that customers don’t have to repeat information in a phone call that they’ve already offered in a previous conversation or an earlier email or web query,” said David Puglia, vice president of marketing. “This business intelligence can cut customer frustration and drive revenue by opening up cross-selling and up-selling opportunities.”
As reps can respond to more than one media type, the work is less monotonous and fewer staff are needed.
Multimedia customers include AIG Marketing, Amway, Bertelsmann, Carlton & United Breweries, Cox Communications, First National Bank, HealthScript, ICT Group, MM Group, Millennium TeleServices, Puget Sound Energy, Silicon Graphics and Western Power.
The Aspect Customer Relationship Portal allows companies to build eCRM applications that integrate front- and back-office systems, eCommerce applications and multimedia contact centers into one centrally managed eBusiness system. The CRMPower 2000 Golden Awards Committee recently named the Aspect Customer Relationship Portal as the Enterprise Customer Relationship Management Product of the Year.
Aspect has a 15-year history and 7,600 customer contact center implementations. The company’s headquarters are San Jose, California, with offices in major cities worldwide.