Aspect Communications Corporation (NASDAQ: ASPT), a leading provider of enterprise customer contact solutions, has announced the successful completion of SAP integration certification for the latest version of the Aspect Enterprise Contact Server (ECS) with SAP Web Application Server (SAP Web AS), part of the SAP NetWeaver integration and application platform and used by mySAP Customer Relationship Management (mySAP CRM) and mySAP ERP.
Out-of-the-box integration between SAP solutions (starting with SAP R/3 Release 4.5 and higher) and Aspect ECS version 5.2 enables richer customer interactions leveraging SAP solution data for faster and more targeted contact centre routing and call handling. Aspect ECS, integrated with SAP Web AS, ships ready for deployment, reducing overall deployment time and cost.
“As demonstrated by our Uniphi architecture, Aspect remains committed to offering solutions that enable faster, more cost-effective and sophisticated customer interactions and, at the same time, allow users to leverage existing investments in contact centre and back- and front-office technologies,” said Pat Bernard, vice president of channels and alliances at Aspect.
“The Aspect Enterprise Contact Server interface to SAP Web AS quickly and easily enables Aspect and SAP customers to take advantage of the powerful capabilities offered by both solutions, bringing together advanced call routing and handling functionality with rich customer data made available by SAP solutions like mySAP CRM. The result enables a faster return on our customers’ CRM and contact centre investments.”
Completion of SAP’s certification process helps ensure a more streamlined implementation and integration process for users of both Aspect ECS and mySAP technology-based solutions. A key benefit of integration between the solutions includes the automatic availability of SAP customer data in real-time via screen pops on a unified agent desktop, reducing call handle times and costs.
Additional benefits of Aspect ECS include:
- Advanced contact centre queuing and skills-based routing linking the most appropriate agent to each customer request;
- Customer service segmentation based on comprehensive information related to customer value;
- Centralised business rules and administration; and
- Integration with existing contact centre telephony infrastructure, including all major switch vendors.
Leveraging SAPphone and SAP RFC interfaces, the Aspect ECS integration also allows users of the SAP R/3 software solution and mySAP CRM to integrate with Aspect ECS version 5.2.
About Aspect Enterprise Contact Server
The award-winning Aspect Enterprise Contact Server (ECS) offers customers advanced routing for managing multi-site, multi-channel contact centres. Aspect ECS unifies voice, VoIP, e-mail and chat into a single, centrally managed universal queue and offers complete control over the routing of each type of contact. Business managers can set priorities, shift agent groups from one contact channel to another or train individual agents to move from one channel to another as contact volumes and business rules dictate.
About Aspect's Uniphi Architecture
Aspect’s Uniphi architecture is designed to “unify” the contact centre and the enterprise by integrating the applications that drive customer communications, contact centre and customer information and workforce productivity—resulting in better insight to business and customer activity. The Uniphi architecture extends Aspect’s vision of delivering proven, multi-product solutions, whether PSTN, IP hybrid or pure VoIP, while still lowering total cost of ownership and protecting contact centre investments as new technologies and standards emerge.
About Aspect Communications
Aspect Communications Corporation (Nasdaq: ASPT) is the world’s largest company focused exclusively on contact centre solutions, and the only one that unifies workforce, information and communications to deliver exceptional customer service. The Aspect brand is trusted by more than 75 percent of the Fortune 50, and more than 3 million customer sales and service professionals worldwide rely on Aspect’s mission-critical business communications solutions. The company’s leadership is based on 18 years of expertise gained from more than 8,000 successful implementations worldwide. Aspect is headquartered in San Jose, California, with 24 offices in 11 countries around the world as well as an extensive global network of systems integrators, independent software vendors and distribution partners. Aspect's UK offices are in Stockley Park, Uxbridge, Middlesex and can be reached on 0800 ASPECT (i.e. 0800 277328).
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.
SAP, SAP NetWeaver, mySAP, R/3 and all other SAP product and service names mentioned herein are trademarks or registered trademarks of SAP AG in Germany and in several countries around the world.
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