Thus, bringing a broader set of enterprise solutions to bear has been the crucial factor in Aspect's growth. Although the Aspect dialer can be sold as a standalone capability, the company has leverage UC and collaboration components – such as the use of Microsoft's Lync platform – to strongly enhance the functions of its dialing applications.For instance, UC tools such as IM and presence enable agents to get answers for customers more quickly, once they become part of the call. Similarly, collaboration applications enable agents and supervisors to work more effectively at helping customers, and presence technology enables the agents to tap into "expert agents", who are subject matter experts not part of the contact center. This integration of functionality has enabled Aspect to position its contact center solutions as integral to a broader enterprise solution strategy.
Frost & Sullivan Recognizes Aspect Software's Dominance In The North American Outbound Dialer Systems Market
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