Aspect Software Announces Unified Command And Control

Aspect Software has announced the general availability of Unified Command and Control, a scalable solution that enables contact centres to centralise reporting, routing, administration and workflow management in a single console.

According to the release, Unified Command and Control, a key component of the Aspect Software unified approach, opens the door for expanded virtualisation by increasing an organisation’s ability to manage and control multiple contact centres and applications. It enables contact centres to leverage existing investments in Aspect Software solutions while also seamlessly moving to new session initiation protocol (SIP)-based voice-over Internet protocol (VoIP) platforms.

This release provides administration, reporting, and routing for Aspect CallCentre ACD 9.3 and the workforce management capability of PerformanceEdge, Aspect eWorkforce Management 7.1.

By consolidating data from various contact centre applications, Unified Command and Control claims to enable businesses to eliminate areas of duplication and reduce operating costs associated with managing agent profiles.

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"Our customers are continuously looking for avenues to gain greater control and improve scalability and workloads across the enterprise,” said Gary Barnett, chief technology officer and executive vice president, Aspect Software. “Unified Command and Control is delivering these virtualisation capabilities and will change the way companies manage their contact centre operations."