Aspect Communications, a provider of enterprise customer contact solutions, has announced Iphinity, a new suite of bundled solutions built specifically to meet the needs of small and medium-sized contact centres. The first new products of the Iphinity suite are Aspect Iphinity Call Center and Aspect Iphinity Workforce Management (WFM). The Aspect Iphinity Call Center is available immediately, whereas Iphinity WFM solution will be available in the fourth quarter of 2003 in 50, 100 and 150-agent options.
“Increasingly, smaller businesses are asking for much of the sophistication and reliability of larger enterprise solutions, but with a pricing model and service plan that match their budgets,” says Geoff Eagland, senior manager, Aspect Communications. “With the Iphinity brand, Aspect is committed to meeting the needs of the SME market not only today, but well into the future.
Aspect Iphinity Call Center, designed for businesses with between 48 and 150 agents, is based on Windows platform, allowing for a combination of PSTN and IP connectivity.
Among the key features are:
>Call processing of both inbound and outbound calls;
>Precise call routing based on customer data, number dialled, caller choice options, agent skill sets and estimated wait time;
>An interface for developing call flows, configuring and modifying agent resources and real-time and historical reporting;
>Optional add-ons such as redundancy, ability to network multiple contact centres together as a single virtual contact centre, load balancing, predictive and progressive outbound dialling software and campaign management.
The suite includes software, hardware, phone sets, administration, real-time and historical tools, implementation, training services and one year of technical support.
Aspect Iphinity WFM aims at managing workforce resources more effectively and to project future contact volumes more accurately. In addition, the software enables companies to track contact statistics throughout the day, compare them with projections and make adjustments as necessary. Aspect Iphinity WFM features include the following:
>A packaged solution with a pre-configured database;
>Forecasting of incoming contacts;
>Optimised agent scheduling based on employee preferences;
>Complete tracking capabilities including intra-day performance management and meeting planning;
>Real-time and historical reporting.
Iphinity WFM works with more than 50 different media switches and also includes open APIs for integration with third-party applications including voice recording and monitoring applications, as well as database and legacy systems.
Designed to enable SMEs to get up and running quickly, Iphinity Call Center and Iphinity WFM can be purchased as standalone products or integrated together for a complete, bundled solution.
Future Aspect Iphinity solutions are planned to include additional IVR and self service, reporting and analysis, as well as multichannel options supporting PSTN voice, VoIP, e-mail and web interactions.
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