Aspect Software Announces Availability of Aspect Enterprise Campaign Manager 2.0

Aspect Software, Inc. the world’s largest company solely focused on the contact center, today announced the general availability of Aspect® Enterprise Campaign Manager™ 2.0, which helps contact centers to achieve even greater operational performance and agent productivity.

From the company’s Performance Optimization product line, Aspect Enterprise Campaign Manager is a customer interaction data warehouse, centralized contact list manager and prioritized call management solution that integrates with multiple technology components ? such as predictive dialers and disparate host systems ? to provide an enterprise-wide view, real-time monitoring, adaptability and centralized control of proactive contact campaigns.

“We are very pleased with the operational improvements we are enjoying since installing Aspect Enterprise Campaign Manager,” said Nikos Tsahouridis, director of methods, Teleperformance Hellas. “The centralized campaign management across our multiple dialers was easy to setup, is simple to monitor and modify and the automation of previously manual tasks has significantly improved our ability to standardize campaign execution and reporting even as the administrative staff time required has decreased. Additionally, we are now able to remotely manage campaigns, allowing for more rapid adjustments as we monitor campaign performance.”

Aspect Enterprise Campaign Manager 2.0 provides improved decision making, increased campaign performance and reduced administrative costs, enhanced contact efficiency, improved agent productivity and increased business continuity capabilities through the following new functionality:

• Enterprise-wide view of activities that enable changes to strategies in real-time

• Multi-tenant system to split resources among tenants

• Algorithms that track predictive dialer call result history over time and create best-time-to-call strategies to improve right-party contacts

• Sophisticated filtering for continued dialing of high-risk records and reduced unnecessary calls

• Centralized, secure server and redundant systems minimize downtime and dramatically reduce recovery time associated with list changes and predictive dialer outages

• On-demand dissemination of campaign records to the dialer behind a secure firewall limits sensitive customer data exposure

Tsahouridis added, “We are in the process of implanting the embedded Aspect Campaign Optimizer ‘Best-Time-to-Call’ features and expect this to significantly increase our right-party contact rates, resulting in agent productivity and call volume capacity improvements. We are also planning to implement the failover and redundancy capabilities in the coming months, reducing our risk of the many negative impacts that result from unexpected campaign disruptions. All in all, we see many benefits to using Aspect Enterprise Campaign Manager. Putting it in place was a great move for our business.”

“Well suited for contact centers with multiple sites, multiple dialers or multiple hosts, Aspect Enterprise Campaign Manager provides an extensive array of features and capabilities while offering easy administration of multiple campaigns,” said Steve Herlocher, vice president of product management at Aspect Software. “And just as important, this new version also helps enable business continuity based on a variety of recovery scenarios, as well as increased security functionality to protect customer information.”

Aspect Enterprise Campaign Manager 2.0 is designed to seamlessly operate with Aspect® Unison® Predictive Dialer and Aspect® Conversations™ Predictive Dialer. Later this year, the release of Aspect Enterprise Campaign Manager 2.1, will also offer a seamless integration with Aspect® EnsemblePro™, from the Unified product line, which is a complete contact center solution that unites inbound, outbound and blended multi-channel contact (voice, email, web and fax), while delivering robust queuing, routing, reporting and agent empowerment capabilities. Additionally, Aspect Enterprise Campaign Manager 2.1 will include a data exchange capability for non-Aspect outbound dialing solutions.