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Aspect Contact Center: Unplugged Blog
Views from industry luminaries Gary Barnett, Roger Sumner and Jim Mitchell.

  • Driving Strategic Business Outcomes with Agent Performance Management
    There are hundreds of metrics a contact center can focus on, but how do you determine which are the most important? Well, before deciding on that, you need to identify – as an organization – what you’re looking to improve; what’s impacting the strategic direction of your company? Say it’s decided that customer satisfaction is the [...]

  • Global Communications Leaders Join Forces to Clear UC Interoperability Hurdles
    The movement to respond assertively to an industry challenge that has hindered widespread unified communications adoption recently took a bold step forward. The newly formed Unified Communications Interoperability Forum (UCIF) alliance of key technology leaders represents an organized, intensified focus on enabling standards-based, inter-vendor unified communications interoperability. With an expanding roster of supporting member companies, [...]

  • Technology Considerations for the Avaya Roadmap
    Author: Mike Ely, Director of System Architecture Since Avaya/Nortel announced their product roadmap, it has given both key stakeholders and the market the opportunity to step back and examine what this means for their businesses. While there are myriad technological implications now and in the future, following is the Aspect perspective on a few of the [...]

  • Applying Collaboration Tools to the Enterprise
    Author:  Kevin Schwartz, EVP of Aspect Global Professional Services There is no doubt that “collaboration” is a hot topic of late. And, while there are varying ideas of what collaboration entails and what it really has to do with unified communications (UC), we are confident in the benefits that collaboration can provide to organizations.  As Andy Bezaitis [...]

  • Unified Communications and Collaboration: Opportunities for the Contact Center
    Author: Andy Bezaitis, Senior Vice President of Product Management We’re starting to see that companies looking at unified communications (UC) deployments have also been evaluating the benefits of collaboration technologies. Since Aspect just announced the acquisition of Microsoft National Systems Integrator (NSI) Quilogy , I thought I would discuss the specific opportunities collaboration brings to contact centers, [...]