MA-ASPECT-SOFTWARE
Today Aspect Software announced the release of version 19 of its industry-leading Cloud Contact Center as a Service system. Built on its next-generation Aspect Via® platform, this release includes customer-driven capabilities and enhancements for both Contact Center and Workforce Optimization suites.
This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20191004005259/en/
Cloud Contact Center v19 enables agents and supervisors to deliver better customer experiences by supporting a wide variety of real-time insights into an agent’s skillset, comparing initial agent skills to the actual competencies required for each contact, then delivering up the best fit for that customer engagement.
The release includes tools to help supervisors stay on schedule and analyze intra-day activities, including enhanced employee data regarding time spent in or out of adherence, real-time alarms, analysis of historical adherence trends and improvements to all notification modules that use this data.
Other major enhancements in v19, include:
- Integrated Workforce Management Mobile application
- Omnichannel email search, monitoring and reassignment
- Increased rule precision and more granular compliance auditing based on customer consent and preference, combined with callback and exclusion controls
- Microsoft LUIS Natural Language Understanding (NLU) support
- Hotspot Analytics that deliver actionable developer insight for tuning chatbots/IVR
- Performance Management Coaching and Gamification rewards and metrics updates
- Additional APIs for Salesforce.com, Dynamics and other integrations
- Scalability improvements, supporting very large contact centers with over 5000 simultaneous agents
- TLS/SRTP Encryption Technology secures the voice path between Aspect Cloud and the Call Center - all the way to the agent’s phone. Eliminates the need for dedicated VPNs, reducing complexity and improving reliability.
Rich training and gamification features in this release support both positive and negative assessment and paths for improvement, as well as support for automated coaching.
The modernized UI is optimized to provided easy intuitive navigation, search functions, and user favorites to quickly access high frequency functionality for customer engagement that empowers employees to perform at their very best.
“Version 19 is a major milestone for Aspect,” said Michael Harris, Aspect CMO. “This release offers new enterprise-class features to our cloud customers that require management and optimization of contact centers with thousands of agents. Our customers are our lifeblood and we intend to continue prioritizing their unique feature, scalability and platform requirements into future releases.”
Aspect will be demonstrating its new v19 solutions at ACE Europe, to be held at The Corinthia Hotel London October 15th and the Gartner IT Symposium/Xpo, to be held October 20 - 24, 2019 in Orlando, Florida.
About Aspect
Aspect is on a mission to simplify and improve customer engagement. Our enterprise software is used by millions of agents every year and supports billions of consumer interactions around the world. Our best-of-breed contact center and workforce optimization applications help companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable solutions for self-service and live interaction management and workforce optimization are available on-premises or in any hosted, private or public cloud environment. For more information, visit www.aspect.com .
Products and service names mentioned herein may be the trademarks of their respective owners.
View source version on businesswire.com: https://www.businesswire.com/news/home/20191004005259/en/
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Day Two of the 11th World FZO Congress Highlights the Role of Digitization and Sustainability in Shaping the Future of Free Zones11.10.2025 16:52:00 CEST | Press release
The World Free Zones Organization’s 11th annual World Congress continued its agenda today with a focus on the role of digitization and sustainability in the future of free zones and the mechanisms for enhancing their position as strategic trade gateways. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251011933300/en/ Dr Al Zarooni and President of CIRD launching the global institute (Photo: AETOSWire) The day’s sessions featured a series of sessions addressing critical themes such as the digitization of trade corridors, the impact of the OECD Global Minimum Tax, and the role of free zones as regional trade gateways. Sustainability took centre stage with sessions focusing on the transition to net-zero through renewable energy, circular economy models, and green financing frameworks. Speakers underscored that decarbonization is not only a climate imperative but also a competitive advantage for the next generation of free zones
IonQ to Participate in ComoLake2025, Advancing Quantum Collaboration in Italy10.10.2025 22:05:00 CEST | Press release
IonQ CEO to discuss how quantum accelerates innovation and economic growth at Italy’s leading tech and policy forum IonQ (NYSE: IONQ), a leading quantum company, today announced its participation in the ComoLake2025 Digital Innovation Forum, one of Italy’s most prominent technology events focused on digital transformation, infrastructure, and innovation policy. At ComoLake2025, taking place October 14–17 at the Villa Erba International Exhibition and Congress Center in Cernobbio, Niccolò de Masi, Chairman and CEO at IonQ, will deliver a special address, offering strategic insights into how quantum computing is reshaping infrastructure, industry, and Europe’s digital leadership. Marco Pistoia, Senior Vice President of Industry Relations at IonQ, will participate in the round table “Pan-European Quantum Industry Forum - Dialogue between Industry, Politics, and Research for Europe's Quantum Leadership” focused on strengthening Europe’s position in the global quantum landscape. Organized b
IonQ to Participate in GITEX Dubai 2025, Showcasing Advancements in Quantum Infrastructure and Security10.10.2025 22:05:00 CEST | Press release
Executives at IonQ and ID Quantique to address the future of quantum-safe infrastructure and cloud platforms at one of the world’s largest tech events IonQ (NYSE: IONQ), a leading quantum company, today announced its participation in GITEX Global 2025, one of the world’s largest and most influential technology exhibitions, taking place October 13-17 at the Dubai World Trade Centre. IonQ executives and partners will highlight advancements in quantum computing, secure infrastructure, and commercial applications that are accelerating enterprise adoption of quantum technologies. Rima Alameddine, Chief Revenue Officer at IonQ, will speak on the panel “Cracking the Quantum Code: How to Build a Profitable Business in the Quantum Economy,” on October 14, in Hall 10, AI stage. This session will convene global quantum leaders to discuss the path from breakthrough science to viable commercial success, including how to unlock investment, scale quantum solutions, and deliver near-term value across
Axway Named a Leader in the 2025 Gartner® Magic Quadrant™ for API Management for the 10th Time10.10.2025 20:20:00 CEST | Press release
Recognized for Completeness of Vision and Ability to Execute Axway, a 74Software company (Euronext: 74SW), a global leader in federated API management and enterprise integration, is recognized by Gartner as a Leader in the 2025 Magic Quadrant™ for API Management1 – marking the 10th time Axway has been positioned as a Leader in the report. Based on specific criteria that analyzed the company’s overall Completeness of Vision and Ability to Execute, we believe the evaluation highlights the strength of Axway’s Amplify API Management offering and its ability to address the growing challenges of API sprawl, governance, and AI-driven integration. In companion research issued by Gartner along with the report, Critical Capabilities for API Management, Axway received the highest score (3.6 out of 5.0) for the Distributed API Management Use Case for the third consecutive year.2 “This is the tenth time Axway is named a Leader in this report. For us, this feels like a strong validation of Axway’s v
Textron Aviation Enhances Parts Shipment Visibility With Sensos Smart Labels Technology10.10.2025 19:00:00 CEST | Press release
Textron Aviation Inc., a Textron Inc. (NYSE: TXT) company, today announced the integration of Sensos Smart Labels into its parts distribution process, offering customers the option of enhanced visibility and real-time tracking of their parts shipments. The new capability is part of Textron Aviation’s ongoing investment in digital tools and customer support innovation. By leveraging Sensos’ advanced technology, customers may purchase access to real-time location data and shipment status updates for select parts orders, improving transparency and streamlining maintenance planning. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251010471925/en/ Textron Aviation announced the integration of Sensos Smart Labels into its parts distribution process, offering customers the option of enhanced visibility and real-time tracking of their parts shipments. (Textron Aviation) “Our customers rely on timely and accurate parts deliveries to k
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom