Wednesday March 27, 5:30 pm Eastern Time
Press Release
SOURCE: Aspect Communications Corporation
Aspect Communications Allows Companies to Use Microsoft Exchange Server To Manage E-Mail Support in the Contact Center
Aspect Announces Aspect Contact Server Support for Microsoft Exchange 2000 Server
SAN JOSE, Calif., March 27 /PRNewswire-FirstCall/ -- Aspect Communications Corporation (Nasdaq: ASPT - news), the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue, today announced the general availability of the Aspect® Adapter for Microsoft Exchange 2000 version 1.0. This adapter for the Aspect Contact Server lets companies integrate Microsoft Outlook into existing contact centers for customer sales and service. Companies can use their existing, familiar e-mail infrastructure to enhance customer support through the contact center. The Aspect Contact Server automates and routes each e-mail to the customer sales or service representative (CSR) with the correct skills to handle that specific inquiry. This adapter can also let companies use Microsoft Outlook as a desktop to access other communication channels, such as Web and voice, with the benefit of companies having a single Microsoft-based interface for their CSRs in the contact center.
``Aspect is an established global leader in contact centers. Its solutions are making multichannel contact centers attractive and feasible for enterprises of all sizes,'' said Matt Ragen, group manager of marketing at Microsoft Corporation. ``Because Microsoft solutions are a standard at most companies, extending the functionality of Microsoft Outlook for the contact center makes it easier for companies to integrate e-mail as a customer interaction channel in the contact center and to add desktop access to multiple channels, so that sales and service representatives can quickly become productive.''
This adapter for Microsoft Exchange 2000 Server allows CSRs to manage e-mail support tasks from within Microsoft Outlook 2002, as well as previous versions, such as Outlook 2000. The solution provides e-mail response management system capabilities that include auto-acknowledgement and auto-suggest functionality through integration with Microsoft SharePoint Portal Server, which can be used as a knowledge base, so that CSRs can quickly copy and paste common responses into e-mails, which improves response time, minimizes repetitive tasks and ensures consistency.
The Aspect Contact Center unifies all business functions necessary to provide rapid and thorough customer support, and it forms a business communications foundation that integrates across all existing systems and accesses whatever is necessary from each system to handle each customer transaction. Whether a customer contacts a company by phone, Web or e-mail, the Aspect Contact Server can identify that customer, gather all relevant data, identify the best CSR or other appropriate party needed from anywhere in the enterprise and ensure that the transaction is handled in the most efficient way possible. |
