CHELMSFORD, Mass. and ATLANTA — 13 August 2007 — Aspect Software, Inc., the world’s largest company focused solely on the contact center, today announced a partnership with OpenSpan, the enabler of the new enterprise desktop. This partnership will allow Aspect to utilize and sell the OpenSpan Platform as part of its Aspect® Quality Management™ recording and quality management product to help companies further enhance the complete customer experience.
This partnership enables Aspect Software to extend Aspect Quality Management functionality -- such as screen capture and call tagging – to record all back-office interactions with applications like customer relationship management (CRM) systems, email or other in-house developed systems, helping companies gain insight into overall agent performance and create actionable plans to improve the customer experience they deliver and evaluate company performance.
The OpenSpan Platform delivers events, notifications, and data elements to Aspect Quality Management to trigger various recording functions. As a result, contact centers can trigger screen capture when agents click on specific buttons or insert data in key fields within various productivity applications.
OpenSpan will work with Aspect Quality Management to start, stop, pause and resume recordings based on agent desktop activity, such as when an agent flags a call as high priority in the CRM system or when an agent creates and sends an email. This allows interactions to be categorized in more ways, speeds access to recordings during searches and ties related interactions together to see the full history of a customer’s interaction, all without programming. As a result, contact centers can increase overall agent efficiency, improve overall customer service and make certain that their quality levels are met in multi-channel and back office environments.
Call recordings can also be tagged with information derived from certain fields. For instance, a recording could be tagged if the agent fills in “Gold Customer” in a field in a CRM application. Supervisors and mentors could then pay particular attention to the Gold Customer recordings to ensure superior customer service for their most valuable customers.
“Together, OpenSpan and Aspect Software are delivering additional value to contact centers by extending the scope of quality management to the entire business, leading to streamlined processes and improved productivity,” said Francis Carden, CEO, OpenSpan Inc. “The OpenSpan Platform is an ideal complement to Aspect Quality Management because it drives the application integration, business process automation and extensibility of functionality that provides Aspect Software customers with the insight and operational efficiency required to help them achieve their customer contact objectives.”
“Aspect Software understands that our customers are always looking for greater insight into the overall performance of their contact centers and how that is impacting customer service, sales and collections business processes,” said Brian Derr, vice president of quality management solutions at Aspect Software. “By partnering with OpenSpan, Aspect Software can now enable our customers to record all aspects of the customer experience – not just what is happening within contact center applications, but across the full array of applications that the agent is touching throughout an interaction. Using the OpenSpan platform with our products is certainly going to maximize the value that quality monitoring is bringing to our customers.”
Aspect Quality Management, from the company’s Contact Center Performance Optimization product line, simplifies the call recording and quality management process. Aspect Quality Management helps pinpoint the most appropriate customer interactions to record and enables evaluation of those interactions to help companies identify areas for improvements with people and processes.
About OpenSpan
OpenSpan is a venture-backed software organization focused on enabling the New Enterprise Desktop. Enterprise customers, such as Alltel Wireless, Afni, Charter Communications and JC Penney leverage the OpenSpan Platform to integrate applications, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. Recognizing the unique approach to the difficult challenges associated with application integration, Gartner awarded OpenSpan with a 2006 Cool Vendor Award. OpenSpan is headquartered in Alpharetta, GA. More information about OpenSpan is located online at www.openspan.com.
About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on providing session initiation protocol (SIP)-based Voice over Internet Protocol (VoIP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its trusted Signature product line offers automatic call distributors (ACDs), dialers, voice portals and computer telephony integration (CTI). The company’s leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and campaign management applications. And, its pioneering Aspect® Unified IP™ product delivers a comprehensive, multichannel solution. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.
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Note: Aspect, Aspect Software and Quality Management are trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. OpenSpan is a registered trademark of OpenSpan Inc. All other trademarks or trade names are the property of their respective owners.
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