 In line with a number of recent alliances, Microsoft and Aspect Software have announced a multiyear strategic alliance to help deliver unified communications (UC) to contact centers around the world. As part of the deal Aspect will design its Aspect Unified IP contact center solution to interoperate with Microsoft’s platform for software-powered voice and unified communications and will offer it as the leading option to new and existing customers. Aspect will begin development of the optimised solutions immediately. This year, Aspect plans to release a new version of its NET-based Aspect Unified IP product, which delivers interoperability with Microsoft Office Communications Server 2007, and which will include an ask-an-expert capability using instant messaging and presence technology in Office Communications Server 2007. Aspect says it designed this feature to enable contact center agents to find and consult with experts anywhere in a company to resolve inquiries in a single interaction. Aspect plans to extend the interoperability of its Unified IP with Office Communications Server to include software-powered voice in subsequent releases. This solution is being designed to enable contact centers to seamlessly escalate customer interactions to different channels — phone, instant messaging, e-mail or conferencing — while addressing reliability, scalability and reporting needs. As part of the agreement, Aspect will also build a professional services and systems integration practice for Microsoft’s unified communications software. Aspect will help customers deploy, customise and manage Office Communications Server in its contact centers and throughout its organisations for software-powered voice, instant messaging, presence and conferencing. |
