CHELMSFORD, Mass., 25 October 2007- Aspect Software, Inc., the world’s largest company solely focused on the contact center, announced today that NovaTel ASP, Ltd., a provider of best-of-breed hosted contact center services, is taking advantage of the multi-tenant capabilities of Aspect® Unified IP™ to offer automatic call distributor (ACD), voice portal, dialer, quality management, and unified reporting, routing and administration capabilities to both domestic and offshore contact center customers. The Company is utilizing the solution’s inbound, outbound and blended call handling functionality to support its customers’ sales, telemarketing, and business process outsourcing (BPO) operations.
NovaTel ASP has deployed Aspect Unified IP (formerly Aspect® EnsemblePro™) for more than 300 Voice over Internet Protocol (VoIP)-enabled agents. The session initiation protocol (SIP)-based VoIP platform enables its customers to significantly lower costs for dedicated point-to-point circuits, international private line circuits (IPLC), private branch exchange (PBX), and customer premise equipment (CPE), saving an estimated $35,000 per month. In addition, Aspect Unified IP can scale from tens to thousands of seats, which is a key advantage for NovaTel ASP’s business growth strategy as the Company plans to significantly expand its hosted contact center business.
“Our customers asked for a hosted unified solution with advanced call blending capabilities to address their dynamic business requirements,” said Alan Saltzman, president and chief operating officer of NovaTel ASP. “We listened to our customers when they asked us to provide a full range of solutions to support their centers without them having to spend the cap-ex to acquire the systems themselves. We believe that Aspect Unified IP is the most robust solution available. And, the support from Aspect Software has been fantastic.”
Taking an innovative approach to help identify the contact center solution that would best meet its needs, NovaTel ASP asked its customers what they expected from a hosted system provider. The answer was a solution that could provide extensive inbound and outbound functionality, handle the legal and regulatory restrictions of their various markets, and provide the ability for their in-house personnel to manage the call lists and agent assignments as if the system were located at their own facility. They also wanted 24x7x365 technical support without having to hire the expertise themselves. Finally, they needed a hosted solution that was capable of handling a high volume of inbound and outbound calls from a remote location without having to commit to large amounts of dedicated bandwidth.
“We expect to expand our hosted offering of Aspect Unified IP as it continues to develop into the flagship product at NovaTel ASP,” Saltzman added. “We require the security of a true partitioned multi-tenant system to support more than one customer on the same system without the possibility of a security breach. This critical capability was central to NovaTel ASP’s selection of Aspect Unified IP.”
NovaTel ASP also knew that Aspect Unified IP was well-known for its robust outbound campaign capabilities, such as campaign and list management; industry-leading high accuracy rates for voice, fax, modem, pager and answering machine detection; Do Not Call (DNC) list management; time zone management; external table dialing and dynamic filtering.
“Companies are clearly seeing Aspect Unified IP as the industry-leading unified solution, and NovaTel ASP is leveraging this solution to offer complete contact center capabilities in a hosted environment to customers. Aspect Unified IP’s functionality and the flexibility that it offers to make intraday modifications as business needs change, gives supervisors and agents greater control over campaigns and customer interactions. As a result, NovaTel ASP’s customers are benefiting from increased revenues, lower costs, and ultimately, an overall improvement in customer satisfaction,” said Serge Hyppolite, director of product management at Aspect Software. “And, because NovaTel ASP can fully customize the solution to meet the individual and dynamic needs of its varied customers, Aspect Unified IP is helping NovaTel ASP to position itself as a leader in hosted contact center services.”
Aspect Unified IP is a complete contact center solution that unites inbound, outbound and blended multichannel contact, while also delivering voice portal, recording and quality management, and unified reporting, routing and administration capabilities. The solution enables contact centers to dynamically adjust to business conditions, increase customer satisfaction by providing a consistent experience across multiple channels, and improve agent productivity.
About NovaTel ASP
NovaTel ASP, Ltd. has extensive experience with providing "one-stop-shop" telecommunication services to contact centers of all sizes throughout the world. NovaTel ASP’s affiliate transports more than 80 million minutes each and every month for contact centers over its telecommunication network. NovaTel ASP knows telephone technologies and networks, and provides unsurpassed technical support 24x7. NovaTel ASP has partnered with the industry leader, Aspect Software, Inc., to provide state-of-the-art, unified contact center solutions to the contact center industry through its hosted Application Service Provider (ASP) portal. www.novatelasp.com.
About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on Internet Protocol (IP) 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 pioneering Unified IP™ Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge™, the industry’s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company’s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. 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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Aspect, Unified IP, EnsemblePro and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
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