Contact centre solutions provider, Ocular Technologies, has introduced Aspect Contact, helping enterprises maximise their return from Microsoft Lync deployments.
Aspect Contact is a multimedia contact centre solution that is ideal for contact centres and help desks up to 100 seats and, according to Pommie Lutchman, CEO at Ocular Technologies, it delivers essential capabilities for streamlining customer contact practices and operations.
“It is a turnkey solution that uses Microsoft Lync as its primary media server, leveraging key functionalities from the best-of-breed Aspect Unified IP platform. Offered as an appliance, the solution can be installed in just hours with minimal disruption to enterprise infrastructures. It delivers essential capabilities for streamlining customer contact practices and operations,” he says.
With several routing, scripting, administrative and reporting options preconfigured, Aspect Contact requires little ongoing support once the solution is deployed. External contact centres and internal help desks, such as IT and HR, can also easily utilise seamless multichannel routing for instant messages, e-mail and voice interactions.
Lutchman explains that managers and supervisors are able to set up routing rules using simple, menu-driven options.
“The fully-integrated, media-independent agent desktop provides instant access to a complete view of all relevant customer, employee and other background data. Additionally, Aspect Contact features skills-based, context-aware and presence-enabled Expert Search, to help users quickly find and collaborate with available subject matter experts to resolve customer inquiries,” he says.
“Aspect Contact provides an attractive opportunity for a fast, painless ROI on Lync investments. The solution is competitively priced and includes computer based end-user training and 24/7 support. It also helps improve service while maximising employee efficiency and provides native support for at-home and remote agents.”