Aspect Unveils Cloud-Based Contact Center, Unified IP and WFO Solution



Aspect Software, a provider of cloud-based customer interaction management, workforce optimization, and back-office solutions, has released Aspect Hosted, a secure dedicated hosted deployment service that helps companies deliver a differentiated next generation customer contact experience while speeding time-to-value for strategic initiatives.

Designed to help organizations focus their efforts on running their business, Aspect Hosted, which includes proactive monitoring and management, allows companies to modernize and manage their contact centers without the cost and complexity associated with deploying, managing and optimizing Aspect's customer engagement software and hardware in their own IT infrastructure. 

"The traditional contact center market, like the rest of the software industry, is going through massive transformation, moving from traditional IT models to OPEX economic structures supported by contemporary cloud architectures," said Joe Gagnon, Aspect senior vice president and general manager, cloud solutions, in a statement. “By including both contact center and workforce optimization solutions, located on the customer premises or in the Aspect Cloud, Aspect Hosted provides a deployment flexibility and versatility unlike anything else in the industry. The solution supports our omnichannel contact center suite, Unified IP as well as the workforce optimization software, Aspect WFO 8."

Group O, RBS Citizens and Trupanion are just a few recent customers that use Aspect to deliver and manage contact center operations uniquely configured to their specifications. By moving to an Aspect hosted contact center, Trupanion for example, no longer has to manage their IT infrastructure on a day-to-day basis, and has eliminated software license maintenance on the retired systems as well. With global hosted contact center deployments projected to grow many times faster than premise-based, more companies are seeing the cost and value benefits of cloud-based solutions.

Aspect Hosted is delivered through a dedicated and secure data center environment. The solution is configured for specific business requirements and gives organizations the freedom to scale based on their current needs. Aspect Hosted lowers contact center costs and protects the solution investment by reducing service and support costs associated with installing and maintaining technology within the contact center environment while freeing up staff to perform more strategic high-touch customer engagement activities. The solution also eliminates the need for multi-vendor support for hardware and software and reduces capital expenditures.

"For customers who want to garner the cost and operational benefits of hosting, while still deploying in their own data center, Aspect offers a unique solution, Aspect Managed Services," Gagnon said. "These services leverage Aspect Proactive Monitoring and Management to provide 24X7 operational management on Aspect contact center and workforce optimization suite solutions deployed in customer data centers. Unlike any other contact center vendor in the market, Aspect supports a deployment continuum that offers OPEX-based economics coupled with comprehensive management and monitoring, regardless of whether it is deployed in the customer's data center or the Aspect Cloud."