2003 Product of the Year Awards

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Aspect Iphinity Call Center
Aspect Communications
www.aspect.com

Aspect Iphinity Call Center enables small-to-mid-sized enterprises (SMEs) with between 50 and 150 customer service agents to save money and improve the efficiency of their call centers with a turnkey, all-in-one bundled call routing solution that includes software, hardware, phone sets, administration, real-time and historical tools, implementation, training services and one year of technical support.  Designed with the needs of smaller enterprises in mind, Iphinity Call Center helps this customer base for the first time to quickly and easily tap into the feature-rich functionality, proven technology and flexibility of Aspect’s larger enterprise solutions at an attractive price. Benefits for the end user customer include:

  • Sophisticated features:  Call routing functionality based on Aspect’s nearly two decades of call center experience and designed with the reliability and high-end functionality typically associated with larger contact centers.  Aspect Iphinity Call Center also has CTI capability and optional Voice over IP (VoIP) functionality so that calls can be routed to agents anywhere.

  • Precise call routing based on customer data, number dialed, caller choice options, agent skill sets and estimated wait time

  • An easy-to-use graphical interface for developing call flows, quickly configuring and modifying agent resources and real-time and historical reporting

  • Optional add-ons such as redundancy, ability to network multiple call centers together as a single virtual call center, load balancing, predictive and progressive outbound dialing software and campaign management

  • Reduces operating costs:  Aspect Iphinity Call Center offers combination PSTN and IP connectivity for VoIP cost savings while still leveraging investments in traditional voice infrastructure.

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