Aspect Software, Inc., the world’s largest company solely focused on the contact center, today announced the release of Web Powered Agent(tm) 10.1, an industry-leading thin-client agent desktop for Aspect(r) Spectrum(r) ACD, a complete inbound solution that includes robust queuing, routing, reporting, agent empowerment and modelling capabilities.
Web Powered Agent is a thin client agent desktop application that provides integrated communication for managing all customer interactions. The latest version, Web Powered Agent 10.1, includes greater agent productivity, increased scalability, improved management tools, and enhanced security. It also enables the agent desktop to be customised as work tasks change, it can be viewed in various formats, including as a slim toolbar, and enables supervisors to control and limit views depending on each agent’s role. In addition, Web Powered Agent 10.1 includes parity with the Aspect Software Convergence agent desktop solution – removing migration barriers to the new version.
‘From a deployment standpoint, Web Powered Agent 10.1 was easy to get up and running,’ said Amy Gerfen, manager of reservations administration at Alaska Airlines. ‘Our IT group liked that Web Powered Agent leverages a server-centric web-services distribution model and that management of the application is centralized. This ensures that our agents always have access to the latest updates.’
As part of the release of this new version, Aspect Software has also initiated a promotion currently scheduled to run through March 30, 2007. New Aspect Spectrum ACD customers, as well as existing Convergence users, can purchase special ‘starter kits’ and upgrade licenses for 50 percent off the list price.
‘It’s well known that that being able to provide superior customer service requires a comprehensive agent productivity tool that delivers customer information at the agent desktop to help create both a consistent experience and provide first-call resolution,’ said Steve Herlocher, vice president of product management at Aspect Software. ‘This new promotion makes it very compelling and easy for companies using Aspect Spectrum ACD to move to a feature-rich desktop at a great value, while simultaneously addressing the heightened need to enhance the customer experience they deliver.’
Web Powered Agent enables quick access to customer information through computer telephony integration (CTI) screen pops, allows agents to view their individual productivity and schedule adherence levels and provides supervisors with additional capabilities to manage their staff. The product supports all telephony options including SIP hard and soft phones, Spectrum consoles, terminal adapters and analog phones.
Em Foco – Empresa