PerformanceEdge Offers Japanese Localization with Aspect Quality Management 2.8.2

The PerformanceEdge Group of Aspect Software, the world’s largest company solely focused on Unified Communications for the Contact Center™, today announced the general availability of Aspect Quality Management 2.8.2.

Aspect Quality Management 2.8.2 provides Japanese localization for the recording and quality management capabilities of PerformanceEdge.

With this release, Aspect customers in Japan can gain greater insight into their company-customer interactions by taking advantage of a standards-based, feature-rich, single recording solution for multi-platform environments, while maintaining their existing contact center infrastructures.

Aspect Quality Management 2.8.1 was made generally available in March and includes a connector that enables the product to record voices and screens of agents using Aspect® Unified IP™ 6.5 and higher. In addition, Aspect Quality Management now supports VoIP-based recording for the Aspect® CallCenter ACD® 9.1, including full-time call recording and logging on SIP trunks and phones.

“The contact center market in Japan is continuing to mature and see the value in performance optimization solutions and IP infrastructures,” said Hayato Koeda, general manager of Japan, Aspect Software. ”These technologies clearly help companies maximize provide better customer experiences, and the latest release of Aspect Quality Management will help our customers in Japan monitor interactions, train call center agents, and leverage VoIP telephony for lower costs and improved customer-company relationships. ”

“We believe these enhancements to Aspect Quality Management give our customers in Japan an advantage by helping them obtain more detailed information from their existing contact center technology applications,” said Robert Kelly, vice president, PerformanceEdge Group. “Since more companies around the world are looking to implement SIP-based VoIP contact center solutions, these organizations will need quality management tools to record and monitor IP calls and traditional contact center calls. Because it can provide those capabilities, PerformanceEdge is ideal for every contact center, and particularly compelling for companies looking to develop a unified communications for the contact center strategy. With this release, the Japanese market now has the ability to better pinpoint areas for improvement in agent productivity and business processes, as well as increase customer loyalty.”