Aspect Communications Corporation, a provider of enterprise customer contact solutions, has upgraded its customer self-service (CSS) solution. An extension of Aspect’s Uniphi architecture, Aspect CSS 7.0 is based on interactive voice response technology and enables individuals to obtain information or place orders over the phone on a self-service basis.
Organisations deploying CSS 7.0 have the option of providing customers with a touch-tone user interface or an advanced speech recognition interface. The solution can be deployed across global contact centre IP networks or public switched telephone networks (PSTN).
Aspect CSS 7.0 can be used for customer enquiries, shipping status, account information, product details and similar. Version7.0 enhancements include support for VoiceXML 2.0, broader server platform support (the Aspect CSS 7.0 telephony server now utilises the Windows 2000 operating system), turnkey hardware support (the solution integrates with Aculab, Brooktrout and Intel/Dialogic), enhanced speech technology (the solution supports ScanSoft’s OpenSpeech Recognizer 2.0, Nuance 8 and Speechify 3.0, ScanSoft’s latest text-to-speech technology) and extensibility (CTI enhancements allow a run-time server to provide services for multiple contact centres).
2004-04-13
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