BPO Solutions Provider to Expand Aspect Unified IP Seats to 1,400

Aspect Software, Inc., the world’s largest company solely focused on the contact centre, today announced that V Connect, a division of Visesh Infotecnics Ltd. and a provider of knowledge and business process outsourcing (KPO and BPO) solutions, has successfully implemented 200 Aspect Unified IP seats in its New Delhi contact centre and plans to add 1,200 more in the next three months. V Connect will use the unified contact centre platform from Aspect Software to manage inbound and outbound campaigns for its global clientele acrossIndia, Singapore, Thailand, the United Kingdom, Australia and the United States.

V Connect also purchased blended licenses for using text, chat, fax and voice support capabilities from Aspect and, according to Sanjiv Bhavnani, chief executive officer and managing director for Visesh Infotecnics Ltd., plans to provide value-added services based on these to its clients very soon.

“Because of its scalability, flexibility and comprehensive functionality on a single platform, Aspect Unified IP really was an ideal choice for us,” said Bhavnani. “In today’s highly competitive environment, companies need to support their customer interactions with proven technology, a strong infrastructure and agents with robust skill sets. This unified solution from Aspect will help our clients provide their customers with superior service.”

Aspect Unified IP (formerly known as Aspect EnsemblePro) is a complete contact centre solution that unites inbound, outbound and blended multichannel contact (voice, email, the web and fax) via multiple applications such as an automatic call distributor, predictive dialler, voice portal, quality management and recording, Internet contact, and unified reporting and administration on a single platform. The technology allows for open-source IP, closed-source IP or traditional voice transport and enables application service providers to host multiple clients segmented as individual tenants.

For its inbound campaigns, V Connect will use the automatic call distribution capability of Aspect Unified IP to answer calls as they enter its contact centre and intelligently route them to available agents based on the dialed number (DNIS), calling party identification (ANI), available agents, customer profile, service levels and defined business rules. V Connect will also use the interactive voice response (IVR) capability to provide voice messages and self-help menus to customers calling its contact centre.

For its outbound campaigns, V Connect can easily feed its clients’ customer data to Aspect Unified IP and use its automatic outbound dialling capability to call their customers. Sophisticated algorithms determine the optimal pacing for outbound calls and V Connect can manage its clients’ “Do Not Call” lists and the placement of calls to different time zones effectively. The Aspect solution can also provide V Connect’s agents with previews of outbound call records before automatically placing the calls.

“Visesh and its V Connect division are dedicated to keeping pace with emerging technology to deliver cost-effective and customer-centric solutions to their clients,” said Lui Simhua, vice president of the Asia Pacific and Middle East region for Aspect Software. “As an emerging leader in the Indian information technology industry, this company has all of the ingredients – now including the Aspect Unified IP solution – to support its evolving KPO and BPO initiatives. We are excited about contributing to its growth and the realization of its strategic vision.”