Outbound Call Center Featured Article

Aspect Opens in Dalian, China

October 31, 2008

Aspect (News - Alert), a vendor of communications and contact center software and services, has announced the opening of its new technical support center in Dalian, China. The 4,055 square foot contact center will provide support services to customers and partners across the Asia Pacific region.
 
“It is critical that organizations are able to manage their customer inquiries with no downtime, so this new center in Dalian is designed to ensure that calls are handled by knowledgeable Aspect experts,” said Lui Simhua, senior vice president, Asia Pacific and the Middle East, Aspect.
 
The new contact center reflects what Aspect officials characterize as “the company’s growth in the Asia Pacific region” and allows Aspect to provide service to its customer base by offering extended global technical support on a 24-hour, seven-days-a-week basis.
 
The technical support engineers at the Aspect Dalian contact center “have received extensive training,” company officials say, and are “well-equipped to respond to customer inquiries.”
 
The Dalian contact center is designed to provide issue resolution through remote support abilities and distributed field services personnel, support for system performance with ongoing application updates that refine system capabilities and the ability for Aspect users to ensure “Aspect products are always up and available to service customers.”
 
This summer, TMCnet  reported that Aspect acquired the assets of Tewksbury, Massachusetts-based BlueNote Networks (News - Alert).
 
The acquisition “enables Aspect Software customers to extend session initiation protocol-based voice, video and other interactive communication services to enterprise users as an integral part of a service oriented architecture,” Aspect officials said at the time.
 
Aspect officials said the move furthers the company’s strategy surrounding unified communications for the contact center with the addition of IT-ready, software-based products that communications-enable business processes.
 
Almost exactly a year ago, Aspect also announced a partnership with OpenSpan (News - Alert) to allow Aspect to use and sell the OpenSpan Platform as part of its Aspect Quality Management recording and quality management product.
 
This partnership enables Aspect Software to extend Aspect Quality Management functionality -- such as screen capture and call tagging -- to record all back-office interactions with applications like customer relationship management (CRM) systems, e-mail or other in-house developed systems.
 
The OpenSpan Platform delivers events, notifications, and data elements to Aspect Quality Management to trigger various recording functions. As a result, contact centers can trigger screen capture when agents click on specific buttons or insert data in fields within various productivity applications.
 

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

Article comments powered by Disqus