Microsoft joins Aspect to build unified communications in the contact center
Deal is one of many forged with Office Communications Server
Computerworld - Microsoft Corp. and Aspect Software Inc. today announced a five-year alliance to deliver unified communications capabilities to corporate contact centers via Microsoft Office Communications Server(OCS) 2007.
The deal is not exclusive, and Microsoft already works with Nortel Networks Corp. to provide technology based on OCS 2007, Gurdeep Pall, vice president of unified communications at Microsoft, said during a conference call today. Nortel also provides contact center technology and competes with Aspect in that area.
Microsoft made an equity investment in Aspect to accelerate development of the technology and related services, but the dollar amount was not disclosed. OCS will work with Aspect's Unified IP contact center technology.
Pall and Aspect CEO Jim Foy said the combined technologies will make it possible for a person reaching a customer contact center via the Web to click a button to reach an expert, via voice or another mode, to help resolve a question or problem in the first contact. Current contact center systems usually rely on getting experts who are within the local office, but the OCS technology will help reach experts through a company's global operations, Foy added. That means, for example, that a customer with one click could first reach an expert in Paris or London rather than in a company's New York office.
"The efficiency of this to a business is enormous," Foy said.
Foy said Microsoft had already been working with Aspect before today's announcement, adding that the results of the alliance will affect Aspect's product roadmap for three years at least. The five-year alliance is subject to renewal at the end of that term.
OCS 2007 has enjoyed "tremendous uptick" in the few months since its introduction, Pall said, noting that 174 of Fortune 500 companies have already licensed the product.
Read more about Networking in Computerworld's Networking Topic Center.
- CIOs Deliver Productivity Breakthroughs with Intelligent Digital Signage Retailers have long recognized the influence that digital signage provides over a shopper's point-of-purchase decision making process.
- 2014 Gartner Magic Quadrant Report For the 7th year in a row, Riverbed is in the "Leaders" Quadrant of the 2014 Magic Quadrant for WAN Optimization Controllers. In...
- Improving Business Value of WAN Optimization Want to achieve faster ROI with WAN optimization? Read the latest IDC report and discover how you can cut IT costs without compromising...
- IDC ROI Infographic Trends such as evolving communication patterns, connection types, applications and bandwidth can have an impact on enterprise organizations. Learn how IT organizations can...
- Transform Your IT Service Management Watch this webinar, to learn how EasyVista can increase IT productivity & efficiency and deliver streamlined & integrated IT Service & Asset Mgmt.
- Top 4 Digital Signage Fails Join RMG Networks for a look at four of the most common reasons digital signage fails in corporate businesses. Learn about strategies to... All Applications White Papers | Webcasts