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- new relational database solution enables multisite, multichannel data reporting and analysis for contact centres -

STOCKLEY PARK, LONDON. February 1st 2001 - Aspect Communications (Nasdaq: ASPT), the leading provider of customer relationship portals, today announces version 2.0 of Aspect Customer DataMart, a relational database solution that provides real time business intelligence for managing customer relationships. The product will begin shipping on 20th March.

The Aspect Customer DataMart consolidates data from multisite, multichannel contact centres and makes it available for reporting and analysis. Aspect DataMart 2.0 enables businesses to view geographically distributed contact centres as one virtual contact centre and to analyse all customer contact transaction data easily, regardless of communication channel.

A revolution in contact centre reporting

With many traditional ‘flat’ database systems, contact centre managers have struggled to consolidate contact data across multiple sites - especially when contacts are made using a variety of different media (e-mail, voice, the Web etc.). One reason for this is because these systems typically store data in a ‘fixed format’, rather than in a way that easily supports the cross analysis of data.

By contrast, the Aspect Customer DataMart uses powerful relational database technology and data warehousing techniques to consolidate and store information (from all sites and across all media) in a flexible format that provides continuous, real time feedback. Multi-media contact centre managers can now more easily identify emerging patterns in customer contact data, as well as predict future trends by setting up ‘what if?’ business scenarios. Using the Customer DataMart, powerful user defined reports can be generated by: agent type; skill set; time; media; location; customer categories and other key parameters.

Integration with the Aspect Customer Relationship Portal

Aspect Customer DataMart 2.0 fully supports the blending of contact channels within its analytical database, allowing businesses to optimise their resources and manage the customer experience, regardless of whether the customer chooses to communicate via phone, e-mail or Web chat.

The software is the reporting and analysis solution of choice for the Aspect Customer Relationship Portal, which itself provides the infrastructure required to support a fully integrated multichannel contact centre for Web, e-mail and voice self-service and live service.

An open, extensible platform

Designed specifically for business analysis, Aspect DataMart's analytical database enables the use of powerful state-of-the-art analytical techniques, such as OLAP (online analytical processing).

Additionally, because DataMart provides an open, extensible platform for business analysis, users can enhance the value of their contact centre data by integrating it with data from other data sources, such as front-office applications or even sales tracking systems. In this way, companies will be better positioned to manage their contact centre resources and to optimise business results by understanding, for example, not only which of their agents are most efficient, but also which of their agents are most profitable.

"Companies can't take full advantage of their multichannel contact centres without a solution such as Aspect DataMart," said David Puglia, Aspect's senior vice president of marketing. "Using DataMart for analysing customer calls, e-mails and Web interactions, they can discover which agents are best at serving customers and retaining their loyalty. With personnel costs accounting for more than 60 percent of contact centre expenses, that's significant by itself. But companies can also start to assess the value those agents bring to the business. Because it is ten times more expensive to attract a new customer than to maintain an existing one, businesses must analyse their customer transaction data to understand what's behind the varying levels of customer loyalty. This capability is exactly what Aspect DataMart provides, and that's why sales of the product grew last year by more than 700 percent."

The Aspect Customer Relationship Portal

The Aspect Customer Relationship Portal allows companies to build CRM applications that integrate front- and back-office systems, eCommerce applications and multichannel contact centres into one centrally managed system. The Aspect Portal Multimedia application unifies and personalises customer interactions across Web, phone, fax and e-mail to identify, qualify, cross-sell, up-sell and route customers in real time.

Aspect Communications

Aspect Communications Corporation is the leading provider of customer relationship portals, a contact server for managing dynamic customer contact transactions across all wired and wireless communication channels. The Aspect Customer Relationship Portal allows businesses to manage all customer contacts dynamically and turn them into relationships, opportunities and loyalty. Aspect is the only company that delivers a complete multichannel contact centre today-the core of any company's CRM strategy. The Aspect Portal synchronizes all customer contact points, including live and self-service, with demonstrated customer ROI. Aspect's leadership in CRM is based on more than 15 years of experience and over 7,600 implementations deployed worldwide. Aspect powers 74 percent of the Fortune 50. The company is headquartered in San Jose, California, with offices in major cities around the world.

Aspect, the Aspect logo and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.

Statements in this press release that are not purely historical are forward-looking statements, including any statements regarding beliefs, plans, expectations or intentions regarding the future. Examples include, but are not limited to, statements regarding Aspect's products' abilities to enable clients: to identify quickly patterns and trends and use these insights to make timely decisions about how to enhance service quality and operational efficiency; to improve customer satisfaction and loyalty; to optimise resources, manage customer experiences, enhance productivity, increase program efficiency, streamline operations and assess the value of agents; to track agent and application activity in real time to ensure interactions are handled expeditiously and within required service levels; to enhance the value of contact centre data; to become better positioned to manage contact centres and to optimise business results; and to achieve a return on their investment.

Examples also include statements regarding Aspect's ability to begin shipping on March 20, 2001. Because such statements deal with future events, they are subject to various risks and uncertainties, and actual results could differ materially from the company's current expectations. Factors that could cause or contribute to such differences include, but are not limited to: any unforeseen technical difficulties or product errors related to our products or connectivity to third parties' telephony, front-office and back-office systems; technological or market changes that affect the continued acceptance of the use of telecommunications or eCRM tools for conducting business transactions; and other factors and risks discussed in the company's Annual Report on Form 10-K for the year ended December 31, 1999, the company's Quarterly Report on Form 10-Q for the quarter ended September 30, 2000, and other filings with the United States Securities and Exchange Commission. The company assumes no obligation to update information concerning its expectations.

For further information:

Michael Gray/Adrienne Routledge

Gray Associates

Tel: 020 8744 9168


Gary Coville

Aspect Communications

Tel: 020 8589 1000


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