Aspect Software Announces General Availability of Aspect Quality Management 2.5.1

Aspect Software, Inc., the world?s largest company solely focused on the contact center, announced today the general availability of Aspect® Quality Management™ 2.5.1, a solution that simplifies the call recording and quality management process. The latest release of Aspect Quality Management includes a tight integration with Aspect® Spectrum® ACD. With this added integration, the quality management and full-time recording solution is available to all users of the Aspect Signature ACDs, including Aspect® CallCenter® ACD.

Aspect Quality Management, from the company?s Contact Center Performance Optimization product line, provides the capabilities for recording, reviewing and reporting on customer interactions, which can be used to help improve agent performance and job satisfaction, increase customer satisfaction and revenue generation, and better manage overall costs.

The new integration with Aspect Spectrum ACD, as well as the existing integration with Aspect CallCenter ACD, offers significant benefits to contact centers using the Aspect Software Signature ACDs, including lower cost of ownership, ease of use, improved partitioning of call access and security, and more power to find calls of interest quickly. Recording and compression technologies also make it possible to capture considerably more calls, allowing contact centers to implement 100 percent recording. The system performs audio and screen recording of the full interaction with easy access to all call segments when calls are transferred to observe the complete customer experience. The customer can even be automatically surveyed after the call using tools that any contact center manager can administer, removing the need for IT resources when new surveys are desired. Overall Aspect Quality Management enables supervisors to evaluate agent progress, which can impact the customer experience and business operations beyond the contact center.

?We have seen great interest in our quality management product because of the value it provides, as well as the desire for the latest capabilities, such as the tight integration into the automatic call distributors,? said Brian Derr, vice president of quality management solutions at Aspect Software. ?Being able to configure call recording rules based on existing ACD definitions and then monitor every segment of a call as it is transferred while receiving tightly integrated customer feedback when the satisfaction survey is completed makes it incredibly easy for an organization to single-out exemplary interactions. It also helps to identify areas for improvement with the agent, the overall interaction process, and the enterprise as a whole.?

Other key capabilities in this latest release of Aspect Quality Management include:

• Trunk Tapping Support ? recordings can now be conducted by tapping directly into the ACD trunks. This method is often the best choice for high capacity recordings because it increases the total volume of simultaneous calls that can be recorded by the product.

• Links to Related Calls ? the call playback module now offers links to related calls. If a contact center manager or other user is scoring a particular call, which was transferred to another agent, a user will see a link for the portion of the recording after the transfer. The manager can then click on this link and continue to listen to the second call segment. This provides contact centers with a complete view of the call quality of a customer interaction with the organization from beginning to end.

• Integrated Windows Logins ? enables standard Windows authentication for user login as an option to using the integrated ACD login.