Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of contact servers for
managing customer transactions across all communication channels, and NMS Communications
(NASDAQ: NMSS), the leading supplier of technology for tomorrow's networks, today announced
that Aspect supports NMS' flagship Convergence Generation (CG) 6000C system for the gateway
technology used by the Aspect IP Contact Suite-Aspect's recently introduced suite of pure
Internet protocol (IP)-based contact centre solutions.
The Aspect IP Contact Suite allows businesses to reduce infrastructure and administrative
costs, improve productivity and increase customer satisfaction and retention-as well as
provide support for powerful, next-generation IP applications. Companies that choose Aspect's
IP Contact Suite can utilise the NMS offering to add PSTN communications to the Suite, which
also supports voice over IP, e-mail and Web communications with their customers. Companies
can start with one channel, such as voice, and add others as business needs dictate.
Leading research firm IDC estimates that 30 percent of IP system revenues in 2003 will come
from IP-based contact centres, reinforcing the market need for new solutions. Convergence
will affect companies globally. Datamonitor reports that in Europe in 2000 there were 50 IP
contact centres worth $4.4 million. In 2005 it expects that to grow to $308 million in Europe
With voice and data networks converging, IP-based contact centres are emerging as a way for
all small and large companies to quickly and affordably develop multichannel contact centres
that track customer communications across a variety of methods, such as the Web, phone, fax,
e-mail, etc. Operational cost benefits of VoIP for the contact centre include reduced
administrative overhead because management of only a single network is required. Also, new
centres can be added quickly and affordably because companies do not have to wait 60 to 90
days for trunk lines.
In addition to the operational cost benefits of VoIP, converged networks allow companies to
support a wide range of new multimedia applications and services, such as IP-based
videoconferencing (with video and data displayed on the same screen) and unified messaging.
Ultimately, such media-rich contact centres will lead to improved customer service and
retention. Quality customer experiences lead to increased revenue.
"NMS has been a great technology partner for Aspect," said Jim Hirni, vice president of
Aspect IP Contact Server development. "Partnering with NMS means our customers will benefit
from the award- winning CG6000C's capabilities, such as the cost-effectiveness of its
CompactPCI architecture for both IP and PSTN connectivity, its ease in configurability to
reduce time-to-market issues and the extensibility of NMS' Fusion software to enable the
quick delivery of new features and capabilities. We look forward to continuing to work with
NMS on future joint development."
"We are very excited about our relationship with Aspect because the demand for IP-based
contact centres will only grow in the years to come," said Michael Welles, vice president and
general manager of NMS' enterprise solutions division. "Supported by NMS, the Aspect IP
Contact Suite will meet that demand."
VoIP from Aspect will also enable companies to:
· Eliminate dedicated telephony lines for remote users and sites;
· Rapidly deploy new contact centres without requiring additional telephony ACDs;
· Centrally administer all centres, thereby reducing the administration infrastructure;
· Rapidly deploy new contact centres without waiting for new phone lines to be set up; and
· Easily integrate other channels and be prepared for powerful, next-generation applications
such as streaming, personalised video.
NMS' CG6000C provides a scalable, reliable, flexible integrated hardware/software platform
designed for the rapid development of IP media gateways, IP media servers and enterprise
communications servers-all critical to the creation of next-generation IP-based enhanced
services and supporting infrastructures. The CG6000C platform offers industry-leading high
density, a mature and comprehensive software development environment, worldwide trunking
certifications and high availability features that give communications developers a robust,
flexible foundation for building new PSTN to IP convergence solutions quickly and cost
The CG6000C won this year's Product of the Year Award (in the development platforms category)
from Internet Telephony Magazine, which honoured the platform for its tightly integrated
infrastructure and its ability to support "in the network" deployments.
About Aspect Communications
Aspect Communications Corporation is the leading provider of customer relationship portals,
contact servers for managing dynamic customer contact transactions across all wired and
wireless communication channels. The Aspect Contact Server (formerly named Aspect Portal)
allows businesses to manage all customer contacts dynamically and turn them into
relationships, opportunities and loyalty. Aspect is the only company today that delivers a
complete multichannel contact centre-the core of any company's CRM strategy. The Aspect
Contact Server synchronises all customer contact points, including live and self-service,
with demonstrated customer return on investment. Aspect's leadership in CRM is based on more
than 15 years of experience and over 7,600 implementations deployed worldwide. Aspect powers
78 percent of the Fortune 50. The company is headquartered in San Jose, Calif., with offices
in major cities around the world. For more information, visit http://www.aspect.com or call
About NMS Communications (formerly Natural MicroSystems)
NMS Communications (NASDAQ: NMSS) strives to lead in the design, development and distribution
of hardware and software for the communications industry's most advanced solutions. Using NMS
products and services, the world's leading networking and telecommunications suppliers get
their solutions to market faster and at lower costs.
NMS supplies the essential technologies for voice Web services and voice portals; eCRM
applications; IP media servers for next-generation enhanced services; packet voice and
broadband access services, including voice over IP (VoIP), voice over DSL (VoDSL) and voice
over wireless local loop (VoWLL); and for guaranteed IP voice, video and data traffic
performance. Visit http://www.nmscommunications.com for more information about technology for
NMS Communications, Convergence Generation and Natural Access are trademarks of NMS
Communications Corporation. Alliance Generation is a registered trademark of NMS
Communications Corporation. CompactPCI is a registered trademark of the PCI Industrial
Computer Manufacturers Group (PICMG). All other product or corporate references may be
trademarks or registered trademarks of their respective companies.
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
For further information please contact:
Kim Polley/ Tracey Farrant
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