The integration of the PerformanceEdge quality management application and the OpenSpan Platform means that contact centers can now gain insight across the entire customer interaction.
Chelmsford, Mass. and Atlanta, Ga. (Vocus) October 16, 2007
Aspect Software, Inc., the world’s largest company focused solely on the contact center, and OpenSpan, enabler of the new enterprise desktop, today announced the general availability of the OpenSpan integration with the company’s PerformanceEdge™ quality management application. The integration with OpenSpan allows Aspect Software to extend Aspect® Quality Management™ functionality -- such as screen capture and call tagging – to record all back-office interactions with applications across the enterprise, helping companies gain insight into overall agent performance and create actionable plans to enhance productivity, performance and the customer experience.
“The OpenSpan Platform is the perfect complement to PerformanceEdge because it extends the scope of quality management to the business and enables contact centers to more easily achieve their operational and customer satisfaction objectives,” said Brad Murdoch, vice president of product management, OpenSpan Inc. “The integration of the PerformanceEdge quality management application and the OpenSpan Platform means that contact centers can now gain insight across the entire customer interaction.”
The Aspect Quality Management and Open Span integration delivers a common desktop interface to applications, such as customer relationship management (CRM) tools, email or other systems to enable back-office recording and call tagging. This allows the company to evaluate overall performance, identify areas for improvement, and make immediate adjustments to further enhance the complete customer experience.
“Businesses are continuously looking for better tools for monitoring customer interactions, and the OpenSpan integration will provide Aspect Quality Management customers beginning-to-end insight into the entire customer interaction,” said Brian Derr, vice president of quality management solutions at Aspect Software. “This integration adds value to our PerformanceEdge suite, which is designed to give companies a holistic view of the contact center and help them make intraday adjustments to ultimately align performance to support business goals. Aspect Software is committed to leveraging our relationships with innovative technology partners, like OpenSpan, to provide solutions that can help companies evaluate overall performance and improve the customer experience.”
Aspect Quality Management now has the capability to start, stop, pause and resume recordings based on agent desktop activity, such as when an agent flags a call as high priority in the CRM system or when an agent creates and sends an email. This means interactions can be categorized in more ways, and accessing recordings during searches is easier and faster. In addition, now related interactions can be tied together so users can see the full history of a customer’s interaction, all without programming. As a result, contact centers can increase agent efficiency, improve the customer service and make certain they are meeting quality levels in multichannel and back-office environments.
PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals.
OpenSpan is a venture-backed software organization focused on enabling the New Enterprise Desktop. Global 1000 enterprises leverage the OpenSpan Platform to integrate applications, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. Recognizing the unique approach to the difficult challenges associated with application integration, Gartner awarded OpenSpan with a 2006 Cool Vendor Award. OpenSpan is headquartered in Alpharetta, GA. More information about OpenSpan is located online at http://www.openspan.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 http://www.aspect.com.
Note: Aspect, Aspect Software, PerformanceEdge and Quality Management are trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. OpenSpan is a registered trademark of OpenSpan Inc. All other trademarks or trade names are the property of their respective owners.