- to improve prioritisation of time sensitive traffic for multichannel contact centres
Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of contact servers for managing customer interactions across all communications channels, and Allot Communications Inc, a premier provider of policy-based, quality-of-service (QoS) networking solutions have announced an alliance that will allow Allot’s QoS solutions to be integrated into the Aspect multichannel contact centre environment.
Companies using the integrated solution will be able to more effectively manage network traffic and prioritise business and time sensitive traffic, such as VoIP (Voice over Internet Protocol) or ‘gold level’ customer contacts, to improve the quality of the customer’s service experience and grow revenue.
The Aspect Contact Server connects all contacts, regardless of the communications channel customers choose to use, to the correct company resource on first contact and pulls together all relevant information from throughout the enterprise for enabling quick resolutions via live or self service. Adding Allot’s NetEnforcer QoS infrastructure to the system will enable network managers to direct the allocation of network resources, such as bandwidth, based on policies, for increased efficiency and cost savings.
With Allot’s technology, businesses can also monitor the network use and identify the resources that require prioritisation according to business rules defined by the customer within the Aspect Contact Server.
“Combing Allot’s NetEnforcer and NetPolicy QoS products with our server software solution will empower our joint customers to convert their business policies into more productive networking actions in the open, Internet environment,” said Geoff Eagland, Global Channels, Aspect Communications UK.
“We’re pleased to join Aspect in providing this integrated solution,” said PG Narayanan, chief executive officer of Allot. “Together we can offer our customers to improve their service performance and deploy technologies such as Web collaboration and VoIP with proper quality of service control.”
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About Allot Communications
Allot Communications was founded in December 1996 to deliver policy-based networking solutions that improve performance and enable the deployment of mission critical, time sensitive applications in IP networks. By providing flexible, quality of service (QoS) solutions to enterprises, Allot allows network managers to direct allocation of network resources based on business priorities and thereby achieve higher efficiency and cost savings. Additionally, by providing service level agreement (SLA) solutions to service providers, Allot enables network and application service providers to offer SLA based services to their customers and thus increase their own revenue.
In 1998, Allot was recognized as a ‘Top 25 Hot Startup’ by Data Communications and was presented with the magazine’s ‘Hot Product of the Year’ award in 1999. Allot Communications has established offices in Burlingame, Calif; Houston, Texas; New York City, NY; Minneapolis, Minn; Tel Aviv, Israel; Tokyo, Japan; Singapore; Sophia Antipolis, France; Munich, Germany; London, UK; and Randers, Denmark. The company sells and markets its products worldwide through OEM and distributor channels. Visit Allot on http://www.allot.com.
About Aspect Communications
Aspect has over 15 years of experience in the contact centre industry - first, with the ACD (automatic call distributor) and today with the contact server for managing all forms of communication. Aspect’s contact server captures all customer contacts from phone, fax, email and Web chat, analyses them, synchronises them and routes them to the most appropriate contact centre agent through a single system. Ensuring that calls are not endlessly rerouted to incorrect agents and that customers do not have to repeat their contact information over and over again, Aspect’s technology provides a pleasant contact centre experience for customers.
With over 7,600 customer installations and over 78 percent of the Fortune 50 as customers, Aspect is the logical choice to help companies add IP capabilities to their contact centres. The company is headquartered in San Jose, Calif., with offices in major cities around the world. Aspect’s UK offices are based in Stockley Park, Uxbridge, Middx and can be reached on 0800 ASPECT (i.e. 0800 277328), or visit the company’s web site on http://www.aspect.com
For further information please contact:
Michael Gray/Adrienne Routledge
Tel: 020 8744 9168
Email: email@example.com, or firstname.lastname@example.org
Aspect Communications UK Ltd
Tel: 020 8589 1127
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