JOHANNESBURG, 8 November 2007 - Aspect Software, Inc., the world’s largest company solely focused on the contact centre, has announced that authorised Aspect channel partner, Inter-Active Technologies, is now operating South Africa’s first Aspect® Unified IP™ outsourced contact centre. By using Aspect Unified IP, Inter-Active can offer companies the capability to outsource inbound and outbound customer interaction management to its ACTIVcontact™ hub, which has a capacity of more than 300 contact centre seats.
“Our customers can now have all of the high reliability, performance and flexibility that contact centres need to successfully deliver positive interactions. For example, contact centres who want to outsource the overflow on incoming calls to minimise caller waiting times, can have these calls automatically rerouted to the Inter-Active Technologies contact centre, where our agents are ready to assist,” said Brendan van Staaden, chief executive of Inter-Active Technologies. “We have the greatest of faith in Aspect products, having sold their products for a number of years, because they provide a trusted application on a stable and reliable platform. With 2200m2 of contact centre space, Inter-Active Technologies is planning to expand into this area with Aspect Software solutions, to continue to give our clients more control and flexibility while we meet their needs for additional offerings, such as multimedia and outbound blending.”
Aspect Unified IP (previously known as Aspect® EnsemblePro™) is a session initiation protocol (SIP)-based Voice over Internet Protocol (VoIP) unified contact centre solution that provides automatic call distribution (ACD), predictive dialing, voice portal capabilities, Internet contact, workflow management, multichannel recording and quality management to help organizations achieve their customer service, collections and sales and telemarketing business process goals. In addition, it also includes an embedded voice portal for advanced speech recognition and text-to-speech, advanced outbound list management, and multi-tenancy and partitioning that supports a Software as a Service (SaaS) model.
Inter-Active Technologies is also interoperating Aspect Unified IP with the Asterisk Business Edition™ IP PBX. Asterisk Business Edition is an enterprise-grade version of the acclaimed Asterisk® open source PBX. Because of its SIP-based VoIP capabilities, the Asterisk Business Edition can readily interoperate with Aspect Unified IP, enabling Inter-Active Technologies to see even more benefits through reduced costs and greater flexibility.
“Inter-Active Technologies’ inauguration of the first Aspect Software IP-based outsourced contact centre in South Africa is extremely exciting. Aspect Software sees huge growth potential for outsourcing and hosted applications through this partnership,” said Henry McCracken, regional sales director for the Africa region at Aspect Software. “With Aspect Unified IP and the Asterisk Business Edition, Inter-Active Technologies can now leverage a number of capabilities to meet the specific business requirements of each of its individual customers. Clearly, companies in South Africa are seeing the advantages of implementing standards-based unified applications, and Inter-Active Technologies is leading the way.”
About Inter-Active
Inter-Active Technologies (Pty) Ltd is a specialist Call Centre and Communication Operation.
Years of Services Innovation and System Design in Customer Contact Centres, Business Communication Services and Information Communication Technologies has positioned Inter-Active as a sought after customer contact "Delivery Channel".
With headquarters in Johannesburg South Africa and offices in Lagos Nigeria, Inter-Active Technologies is well positioned to drive contact centre delivery services to the African market as a whole. For more information visit: www.inter-active.co.za
Inter-Active Technologies (Pty) Ltd is an Authorised Financial Services Provider: FSP number 28900
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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Note: Aspect, Unified IP, EnsemblePro, and Aspect Software are registered trademarks of Aspect Software, Inc., in the United States and other countries. All other trademarks or trade names are the property of their respective owners.
Asterisk® is a registered trademark and Asterisk Business Edition™ is a trademark of Digium, Inc.
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