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Aspect Communications Corporation (Nasdaq: ASPT), a leading provider of enterprise customer contact solutions, has announced that Customer Inter@ction Solutions magazine, the leading publication covering CRM, call centre and teleservices since 1982, selected Aspect® Uniphi Suite to be a recipient of its Product of the Year Award for 2004 for contact centre innovation.

Chalking up its second such award from the industry, Uniphi Suite is an integrated set of next-generation contact centre applications. Uniphi Suite delivers a wide range of contact centre functionality on open standards-based software and offers a single point of control for viewing and managing contact centre operations.

Referred to as “the standard industry source” by Fortune Magazine and “the bible of the industry” by The Wall Street Journal, Customer Inter@ction Solutions advises call centre managers and senior executives on the most important technologies, services and methods and how they affect call centres and the industry at large.

“With the introduction of Uniphi Suite, Aspect has gone the extra mile by addressing the pain of integrating point solutions in order to simplify the day-to-day operations of call centres and improve the service experiences they offer to customers,” said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Inter@ction Solutions. “Aspect has demonstrated excellence in technological advancement by combining such essential applications into one solution and is truly deserving of this award.”

“This highly regarded publication has witnessed the introduction of many technologies to the market over the years. We are extremely proud that Uniphi Suite stood out to the judges as an innovative new solution,” said Brian Gentile, senior vice president and chief marketing officer of Aspect.

“Uniphi Suite is a set of next-generation contact centre applications that simplify contact centre operations, which can be very complex with multiple sites, multiple vendors, multiple media channels and a mix of on-site and remote agents. Companies that choose Uniphi Suite and their customers should discover first-hand why Aspect’s solution continues to earn praise from the industry.”

Aspect Uniphi Suite—Open, Integrated Contact Centre Applications

Aspect Uniphi Suite is representative of the contact centre industry shift towards next-generation solutions with open standards-based software products used to manage all customer interactions. An advanced contact centre environment, Uniphi Suite includes a full set of vital contact centre applications and combines communication routing, data integration, advanced speech, workforce management integration, and reporting and analytics applications into one tightly integrated open standards-based software system. It offers businesses a single view of their contact centre operations and a single point of control for developing and administering business rules that handle live- and self-service interactions no matter where agents or resources are located.

Uniphi Suite supports both PSTN and IP switches, interfaces with existing enterprise applications and provides a centralised cross-media view of a customer’s entire experience. Further, Uniphi Suite lets agents manage complex customer interactions across media channels from a single desktop and lets businesses leverage existing investments and the latest technologies to create optimal customer interactions.

Based on Aspect’s Uniphi architecture, Uniphi Suite includes the Aspect Uniphi Engine, Uniphi Contact Center, Uniphi Voice Portal and tight integration with Aspect’s workforce management software. The following technology components and interactive processes that capture, organise, map, drive and route information and user requests to agents in order to deliver optimal customer experiences are included in the Uniphi Engine: Graphical User Interface, CTI, E-mail Response, Web Interaction, Scheduled Callback, Database Access, Multichannel Routing, Resource Skills Matching, Privilege-based Security, and
Reporting & Analytics.

Uniphi Contact Center is an advanced automatic call distribution application offering IP switch support, inter-switch routing and scheduled callback. Uniphi Voice Portal is an advanced interactive voice response application with text-to-speech and advanced speech recognition, leveraging VoiceXML standards.

Aspect Uniphi Architecture—Flexible, Open Framework

Aspect 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 Aspect 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. Aspect Uniphi Suite is Aspect’s flagship product within the Uniphi architecture.

About Aspect Communications

Aspect Communications Corporation is a leading provider of contact centre solutions and services that enable businesses to manage and optimise customer communications. Aspect's global customer base includes more than two-thirds of the Fortune 50 and leading corporations in a range of industries, including transportation, financial services, insurance, telecommunications, retail and outsourcing, as well as large government agencies. The company's leadership is based on two decades of expertise. Aspect is headquartered in San Jose, California, with offices in countries around the world. 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.


Andrew Sleath
Aspect Communications
Tel: +44 (0)20 8589 1000

Michael Gray
Gray Associates
Tel: +44 (0)20 8744 9168

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