MA-ASPECT-SOFTWARE
4.10.2019 14:43:13 CEST | Business Wire | Press release
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
Ant International, Mastercard and Visa Initiate Collaboration on Know-Your-Agent Interoperability to Scale Agentic Commerce10.9.2026 03:00:00 CEST | Press release
Ant International, Mastercard, and Visa have begun collaboration on a Know-Your-Agent (KYA) interoperability framework, designed to help card networks, digital wallet ecosystems, agent platforms and marketplaces streamline agent onboarding and identification across networks, based on shared principles while preserving each network's own verification and decisioning processes. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260909003891/en/ Ant International, Mastercard and Visa initiate collaboration on Know-Your-Agent interoperability to scale agentic commerce AI agents are evolving from making recommendations to completing purchases on behalf of users. By 2030, AI agents are projected to orchestrate US$3 trillion to 5 trillion of global consumer commercei. Underlying the mega-trend is the KYA architecture of payment networks and service providers, which establishes requirements and accountability, verifies agent identities,
Andersen Global etablerer nyt medlemsvirksomhed i Frankrig9.9.2026 23:00:00 CEST | Pressemeddelelse
Andersen Global styrker sin tilstedeværelse i Frankrig med tilføjelsen af Andersen Société d'Avocats (Andersen in France), en medlemsvirksomhed baseret i Paris, der tilbyder integrerede juridiske ydelser til klienter i Frankrig og internationalt. Andersen in France tilbyder strategiske juridiske løsninger inden for selskabsskat, international skat, transfer pricing, moms og skatteprocesser og bistår klienter over hele verden. Under ledelse af de administrerende partnere Benoît Dambre og François Morazin håndterer det tværfaglige team også specialiserede områder som byplanlægning, fast ejendom, intellektuel ejendomsret og privatlivsbeskyttelse, bæredygtighed og ESG, EU-ret og sanktioner samt andre komplekse juridiske problemstillinger. "Vi ser juridisk rådgivning som mere end blot at håndtere umiddelbare udfordringer – det bør hjælpe klienter med at træffe kvalificerede beslutninger og opsøge muligheder med selvtillid," udtalte Benoît. "At blive en del af Andersen Global giver os muligh
Cyclic Materials Opens America’s First Commercial-Scale Facility Delivering Automated Rare Earth Magnet Recovery9.9.2026 22:09:00 CEST | Press release
The Mesa, Arizona facility deploys Cyclic Materials’ proprietary technology to process up to 25,000 metric tons of magnet-bearing products annually, creating a new domestic source of rare earth elements and copper, aluminum and steel for direct reintegration into U.S. manufacturing Cyclic Materials announced today the opening of its first commercial-scale rare earth magnet recycling facility in Mesa, Arizona, marking a major milestone in building domestic supply of rare earths and critical minerals. With an annual processing capacity of up to 25,000 metric tons of magnet-bearing end-of-life products, the facility produces Cyclic’s rare earth magnet material, Mag-Xtract™, and critical minerals such as copper and aluminum, and steel. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260909142592/en/ Leaders gather to mark the opening of Cyclic Materials’ new facility in Mesa, Arizona. From left to right: Herbert Flores, Arizona C
Belkin Introduces Titan SmartShield Pro Collection for the New iPhone 18 Pro Lineup9.9.2026 21:00:00 CEST | Press release
New collection combines advanced Nano-Titan protection with options for crystal-clear viewing, enhanced screen privacy and blue-to-red light conversion Belkin, a leading consumer electronics brand for over 40 years, today introduced its new Titan SmartShield Pro collection, designed to protect and enhance the experience of the new iPhone 18 Pro lineup. The collection includes three distinct screen protectors – clear, Blue-to-Red and Bright Privacy – each combining advanced Nano-Titan Technology with premium anti-reflective properties, exceptional scratch resistance and up to 9 feet of impact protection.* This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260909094720/en/ Belkin Titan SmartShield Pro Blue-to-Red Light screen protector As smartphones become increasingly central to how people work, travel and connect, the Titan SmartShield Pro collection goes beyond traditional screen protection to address the different ways consum
PPAI Releases Landmark Study Showing Branded Merchandise Supports a $472 Billion Global Economic Footprint9.9.2026 19:24:00 CEST | Press release
First-of-its-kind Oxford Economics study reveals annual spending, jobs and tax contributions Branded merchandise connects brands and people every day, but its impact extends well beyond the products consumers wear, use, receive or purchase. A landmark study commissioned by Promotional Products Association International (PPAI) provides the first comprehensive look at the global economic ecosystem behind branded merchandise. Conducted by independent global advisory firm Oxford Economics, the Branded Merchandise Global Market Report measures the industry end to end, from manufacturing and decoration to distribution, retail, e-commerce, fulfillment, marketing and brand activation. Key findings: $338.3 billion was spent on branded merchandise globally in 2025. The industry supported $472.3 billion in global GDP. Branded merchandise supported 11.9 million jobs worldwide. The sector supported $141.3 billion in global tax revenues – roughly the same as the entire Swiss federal budget. “For yea
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