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Migrating to a Unified Contact Center

Aspect Software realizes that you may have already made significant investments in ACDs, IVRs, dialers, quality management and email, chat and co-browsing applications. That’s why we offer a clear migration path to Aspect® Unified IP™.

While moving toward a unified contact center solution from Aspect, you can:

  • Unlock the individual capabilities you need when you need them
  • Migrate at a pace that’s most convenient and optimal for your business
  • Ensure business continuity by using Aspect Unified IP as a reliable adjunct to your existing ACD
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Unlock capabilities as you need them

Many contact centers choose to start their migration to a unified contact center by blending inbound and outbound calling to improve agent productivity. The Aspect Unified IP dialing capability works with your existing ACD, allowing you to conduct outbound campaigns as intra-day inbound call volumes fluctuate.

You may also begin the evolution to a unified architecture by increasing your customer's self-service usage with a speech-enabled voice self-service application. Using VoiceXML and MRCP standards, Aspect Unified IP voice portal capabilities offer a cost-effective solution that replaces your legacy IVR and continues to leverage your existing ACD.

Finally, you can migrate your contact center applications to Aspect Unified IP in the order of your choosing. You will realize the benefits of consolidated routing logic and administration immediately. For example, you can choose to virtualize by adding remote agents, whether they’re at home or at branch offices. And you can ensure business continuity by using Aspect Unified IP as a reliable adjunct to your existing ACD.

Whatever migration path you choose, Aspect Unified IP integrates into your existing call recording and quality management platform for agent monitoring and scoring. And when you’re ready to take the next step, you can choose to turn on the streamlined administration capabilities of the quality management application within Aspect Unified IP.

All along the way, as Aspect Unified IP capabilities are combined with existing investments such as your ACD, TDM or voice over IP (VoIP) phones and applications, reporting can be consolidated with the use of Unified Command and Control , giving you a singular view of your contact center operations.

With the Aspect Unified IP standards-based software solution, you can:

  • Use your existing TDM or VoIP phones – saving hundreds of dollars at each agent position
  • Readily deploy multichannel functionality – including Web chat, Web collaboration and email management – when adding new customer contact channels
  • Take advantage of Aspect industry-leading PerformanceEdge™ applications anytime