Aspect Software, Inc., the world’s largest company solely focused on the contact centre, today announced that Aspect(r) Customer Self Service(tm) 7.2, the newest version of its voice portal platform, has received formal certification for deploying Open Call Steering(tm) functionality from Aspect Alliance Partner, Nuance Communications, a leading provider of speech and imaging solutions.
The certification acknowledges that Aspect Customer Self Service 7.2 meets the stringent performance guidelines specified by Nuance for its Open Call Steering capabilities. The open call steering functionality of Aspect Customer Self Service enables callers to eliminate touchtone trees by allowing them to describe their needs in their own words and move directly to their destination. The performance and load testing of the Open Call Steering system was performed under a number of different scenarios.
‘Nuance’s testing of the Open Call Steering functionality with Aspect Customer Self Service was very robust. Despite the tough process, it was certainly one of the easiest certifications we have ever completed, which reflects the Aspect Software commitment and diligence to adhering to industry standards with the voice portal platform insuring a trouble-free certification exercise,’ said Norm Kayserman, principal product manager at Aspect Software. ‘We’re confident that our product offers the highest quality Open Call Steering functionality possible in the market today. This capability enables companies to offer their customers extremely easy navigation through the self-service application, which greatly enhances the customer experience, creating a win-win for everyone.’
Open Call Steering is a premium, packaged solution that provides accurate, speech-based call routing. Unlike touchtone systems, whose complex menus can lead to misrouted calls and a frustrating customer experience, Open Call Steering helps organisations direct inbound calls more accurately, more efficiently and with higher caller satisfaction. The system can significantly reduce misdirection rates and zero-outs, therefore improving the use of self-service applications and allowing agents to spend time on more complex customer interactions.
Aspect Customer Self Service 7.2 is a voice self-service portal that includes advanced technologies, such as speech recognition and text-to-speech, as well as a flexible user interface, which enables greater automation making it easier for consumers to use the system, thereby increasing customer satisfaction. It uses non-proprietary, off-the-shelf, industry-standard hardware and supports both VoiceXML 2.0 and 2.1 standards. Companies using the product can reduce total cost of ownership by leveraging featured software-only VoIP capability, eliminating the need for telephony cards, which gives callers quick and easy access to assisted service, as needed.
Em Foco – Pessoa