Smackall Games - Mobile Game Developer

Mobile Game Development News

Aspect Software Introduces VoiceXML Forum-Certified Aspect Customer Self Service 7.2

Aspect Software, Inc., the world's largest company solely focused on the contact center, announced today that the Aspect? Customer Self Service? 7.2 voice portal, which will be generally available Aug. 28, has been awarded VoiceXML-Forum certification. The new standards-based VoiceXML 2.1-enabled, software-only SIP or TDM solution provides all the benefits of traditional IVR and state-of-the-art voice portals and integrates easily with contact center products from Aspect and other vendors. It offers full CTI support for both TDM and IP environments and an optional VoiceXML Studio module that can dramatically shorten the design and coding time needed to create VoiceXML-based speech and touchtone applications. These key enhancements can reduce development and voice-over-IP implementation costs while increasing scalability and customer satisfaction with voice self-service automation.

"Companies looking to offer their customers a more flexible means of voice self service while empowering their developers to more easily build, transport and implement such applications throughout the enterprise should certainly consider this new release from Aspect Software," said Alpa Shah, research vice president for Frost & Sullivan, a global growth consulting company. "Such a solution and technical prowess make Aspect a strong competitor in the voice self-service market, as well as ably rounding out its comprehensive suite solution offering."

Aspect Customer Self Service fulfills the need for a customer-friendly solution in the automated voice self-service arena, which has become increasingly stigmatized by negative public perception. A maze of complicated menus and the inability to transfer to an agent easily can frustrate customers. However, well-designed voice user interfaces can reduce call time as much as 30 percent, significantly cut opt-out rates and enable a smooth call transfer to an agent that doesn't require the customer to repeat information that he or she has already provided to an automated system.

"Effective deployment of the Aspect Customer Self Service 7.2 voice portal can decrease development and operational costs as well as increase positive customer experiences with voice self-help," said principal product manager Norm Kayserman of Aspect. "By using a graphical drag-and-drop user interface instead of struggling with code, developers can quickly build and easily maintain powerful standards-based speech and touchtone voice applications that empower customers, improve functionality and flexibility, and enable enterprises to become more self-sufficient.

"For Aspect customers, the tight integration with our product line is extremely beneficial and offers users the advantage of having a single vendor to work with on implementing a holistic approach to customer interactions - both self-serve and agent-assisted," added Kayserman.

While VoiceXML has become the industry standard for voice-automated applications, Aspect Customer Self Service architecture also enables the development of complex, self-service workflows leveraging Aspect Software's native Architect tool - a feature-rich graphical user interface refined and proven in previous versions of the platform - either alone or in combination with VoiceXML Studio. This approach ensures the purity of the VoiceXML portion of the applications (no proprietary VoiceXML extensions that some platforms must use) and their forward migrations.

The Aspect Customer Self Service voice portal lets companies offer their customers a quick and easy way to find answers to basic questions and avoid long hold times. Customers who need live assistance can also benefit from quicker service because agents normally busy responding to routine inquiries can now be freed to resolve more complex ones. Speech recognition and text-to-speech applications can make the system even easier and more intuitive for customers to use and enable the automation of more processes. Also, because the voice portal is integrated into the overall contact center environment, agents have access to data from back-office systems for personalizing interactions and more efficiently responding to customer requests. The result is more streamlined customer interactions.

Aspect Customer Self Service 7.2 - a fully functional voice self-service portal - uses non-proprietary off-the-shelf, industry-standard hardware and supports VoiceXML 2.0 and 2.1. Companies using the system can reduce total cost of ownership by eliminating the need for telephony cards and give their customers quick and easy access to assisted service as needed.

About Aspect Software

Aspect Software, Inc., the founder of the contact center industry, is the world's largest company solely focused on providing proven, innovative contact center products and services that enable the key business processes of customer service, collections, and sales and telemarketing. Each day, thousands of in-house and outsourced contact centers around the globe conduct more than 125 million customer interactions using Aspect Software products. We believe in using the power of technology to positively transform the customer-company experience. That belief has led us to accept the challenge of developing the world's most reliable automatic call distributors (ACDs), most trusted dialers, most widely-used and respected workforce management (WFM) solutions, most flexible voice self-service systems and the industry's first and most comprehensive unified, multi-channel contact center solution. Headquartered in Westford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.

About Aspect Software

Aspect Software, Inc., the founder of the contact center industry, is the world's largest company solely focused on providing proven, innovative contact center products and services that enable the key business processes of customer service, collections, and sales and telemarketing. Each day, thousands of in-house and outsourced contact centers around the globe conduct more than 125 million customer interactions using Aspect Software products. We believe in using the power of technology to positively transform the customer-company experience. That belief has led us to accept the challenge of developing the world's most reliable automatic call distributors (ACDs), most trusted dialers, most widely-used and respected workforce management (WFM) solutions, most flexible voice self-service systems and the industry's first and most comprehensive unified, multi-channel contact center solution. Headquartered in Westford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.

Other Common News:
1) South Korean Games Market Expected to Exceed $2.0 Billion in 2007
2) Breakpoint moves with Yamakasi Masters
3) Clickatell Joins with Oracle to Drive Enterprise Messaging
4) Samsung To Turn A Cellphone Into A Full-size Piano Or Drum Kit
5) Third generation Living Labs: the quest for user-centred mobile services



Copyright © 2012 Smackall Games Pvt Ltd. All rights reserved.