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Aspect Communications Corporation (Nasdaq: ASPT), a leading provider of enterprise customer contact solutions, today announced that CPM, a leading European provider of outsourced services for customer acquisition and care, has created a centralised, state-of-the-art contact centre using Aspect Uniphi Suite. CPM's use of Uniphi Suite as its customer contact management system is one of the first examples of a single, multi-functional, multi-channel contact centre solution provided and supported by one vendor.

CPM has customer service agents based near Oxford and Manchester and in Amsterdam, Paris and Barcelona, and CPM clients include such household names as Britvic and Kelloggs. CPM selected Aspect Uniphi Suite for its single, open software format and functionality, traditionally available through several separate systems.

"The Aspect solution has delivered immediate results," said Stephanie Rouse, commercial director for contact centres at CPM. "For example, productivity has improved through agents spending more time actively dealing with customer contacts, rather than being bogged down in administrative tasks. It has also enabled us to measure in real time the performance and time spent on various activities, so that identifying any issues or blips in service levels without delay is possible. It allows us to produce unified reports, giving clients a more cohesive picture of consumer behaviour across various contact channels."

"CPM's customer contact management system is very different from most traditional contact centre systems," added Rouse. "To date, most contact centres have used simple call distributors to send telephone calls to communicators according to predefined business rules; for example, 'If agent in team A hasn't picked up in 10 seconds, transfer to team B,' etc. Post has been managed manually, while e-mails typically arrive via a single in-box and are distributed by a supervisor. Our system automates important queuing and management functions, ensuring customers receive a fast and more consistent level of service, whatever contact method they choose to use."

In the future, CPM plans to extend its use of Aspect Uniphi Suite to manage and measure activity in a "virtual environment." This means agents will be able to log on from virtually any location with an Internet connection, and using a standard Web browser, begin working without delay. This will enable the company to employ communicators almost anywhere in the world-whether they are working from a CPM global office, a small local "hub" or from home. Aspect Uniphi Suite will also be used to blend inbound and outbound calling activity to optimise productivity of telemarketing and response handling programmes.

"The Aspect team is proud to help CPM realise its integrated multi-channel vision," said Jerry Tweddle, vice president of sales, Aspect, Northern Europe. "We applaud CPM for producing the kind of performance efficiency improvements that will be noted throughout the industry."

Aspect Uniphi Suite provides a single view of contact centre operations and a single point of control for developing and administering business rules that handle live- and self-service interactions regardless of where agents or resources are located. Uniphi Suite gives CPM a contact centre operating environment that combines communication routing, data integration, advanced speech, reporting and analytics applications into one tightly integrated, open standards-based software format.

CPM chose Aspect's next-generation solution for these core features:

* Easy Assimilation of New Media and Technologies: Enables addition of new customer contact channels, such as Web interaction, text chat, SMS, interactive TV messages and video, along with support for voice over IP as needed

* Universal Queuing: All customer contacts received by phone, e-mail or post are managed as a single queue and intelligently delivered to CPM agents according to set priorities, business rules, SLAs and communicator capabilities

* Automated Workload Management: Automatic matching of agent skills to queued tasks in real time, so contacts are prioritised and sent to agents with appropriate language and knowledge skills

* Integrated Agent Cockpit: The innovative PC desktop interface enables agents to log on, view scripts, manage all types of communication (e-mail, text chat, etc.) and access in-house databases all from a single screen

About Aspect Uniphi Suite

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. It is an advanced contact centre operating environment that combines communication routing, data integration, advanced speech, reporting and analytics applications into one tightly integrated, open standards-based software format. 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. Uniphi Suite lets agents manage complex customer interactions across media channels from a single desktop. Uniphi Suite lets businesses leverage existing investments and the latest technologies to create optimal customer interactions.

Based on the Aspect Uniphi architecture, Uniphi Suite includes the Aspect Uniphi Engine, Aspect Uniphi Contact Center, Aspect Uniphi Voice Portal and tight integration with Aspect's market leading workforce management software. Uniphi Suite includes interactive processes that capture, organise, map, drive and route information and user requests to agents in support of the optimal customer service experience. Components include a 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 - A Flexible, Open Framework

The 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 CPM

Delivering over 80,000 face-to-face, 100,000 phone and 20,000 Web contacts for its clients each week in the UK alone, CPM is the UK and Europe's leading customer acquisition and management company. Established in 1936, its heritage lies in field marketing, although it now also offers a comprehensive number of contact solutions, both within the retail sector and direct to client's end consumers. Winners of Marketing Magazine's "Field Marketing Agency of the Year" and highly commended in its "Contact Centre Agency of the Year" category, CPM is the number one field marketing company and a top-10 telemarketing company in both the UK and Europe.

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, 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.

For further information, please contact:

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

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

Thomas Fern/Nicola Leonard
Porter Novelli for CPM
Tel: +44 (0)1295 224561
Fax:+44 (0)1295 224444

This press release was distributed by ResponseSource Press Release Wire on behalf of Gray Associates in the following categories: Computing & Telecoms, for more information visit