Customer contact and business solutions developer Aspect Software has launched the latest iteration of its Unified IP 7 product.
Codenamed Tiger Shark, Unified IP 7.1 is an extension of the Unified IP 7 family that powers Aspect’s multi-channel interaction solutions for customer contact. Aspect’s Unified IP 7 family provides features designed to address what many companies say is the most challenging business capability: managing and delivering a differentiated customer experience.
Aspect Social Media Channel Integration, a feature of Unified IP 7, enables SMBs to bring social dialogue into the contact center and apply workflow rules, call center performance analytics, and workforce optimization capabilities to social media-based communications.
The 7.1 release enables customers to deliver consistent experiences across all communications channels. According to a commissioned study conducted by Forrester Consulting on behalf of Aspect, 58 percent of enterprise customer service strategy managers rate their organizations from poor to average in this area, admitting that in comparison to other business capabilities social media is where they are least proficient.
The Forrester study states “Customers expect consistent, value-added answers across all media types. They also expect to be able to start an interaction using one media type, and complete it on another without having to re-start the conversation.” The research company adds, “Thirty-two percent of surveyed contact center agents say they don’t have access to the right content to answer customer questions consistently.”
The Unified IP 7 family includes turnkey features for dynamic inbound, skills-based, and rules-based routing to ensure the right agent is matched with the right customer for a consistent customer experience and increased agent productivity. This capability is now expanded to voice mail routing giving companies the ability to cue, prioritize and route messages as if it were a call.
Among the features added to Aspect Unified IP 7.1 are:
- Expanded compliance capabilities to help SMBs comply with government regulatory requirements.
- Quality and performance investments for product stability and resiliency.
- Enhanced inbound capabilities to deliver differentiated high-tough service.