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
Andersen Global styrker sin tilstedeværelse i Argentina med Fidem Partners30.9.2026 15:20:00 CEST | Pressemeddelelse
Andersen Global udvider sine kompetencer inden for skat og transaktioner i Argentina gennem en samarbejdsaftale med Fidem Partners og styrker dermed sin tilstedeværelse og sit serviceudbud på markedet. Fidem Partners blev stiftet i 2011 og rådgiver virksomheder om skat og compliance, fusioner og opkøb samt outsourcing af forretningsprocesser. Firmaet betjener virksomheder inden for energi, teknologi, finansielle tjenester, landbrug og forbrugsvarer og har stor erfaring med at rådgive datterselskaber af multinationale virksomheder i Argentina. Det bredt sammensatte team trækker på erfaring fra førende rådgivningshuse og erhvervslivet for at hjælpe virksomheder gennem de vigtigste udviklingsfaser. "Det meste af vores arbejde udfører vi for datterselskaber af multinationale virksomheder, der opererer i Argentina, hvor de regulatoriske rammer kræver dømmekraft – ikke kun compliance," udtalte Darío H. Díaz, managing partner hos Fidem Partners. "Samarbejdet med Andersen Global giver vores kl
Blue Matter Launches Behavioral Science Center of Excellence to Decode and Predict Health Care Decisions in a Rapidly Evolving Biopharma Landscape30.9.2026 15:00:00 CEST | Press release
Blue Matter today announced the launch of its Behavioral Science Center of Excellence (BeSci CoE), a specialized capability within the Blue Matter Insights primary market research team. The CoE applies behavioral science as a strategic lens to decode the “why” behind the decisions made by healthcare professionals, patients, care partners, and other stakeholders. Biopharma decisions hinge on knowing why customers do what they do. Traditional research does a good job of capturing what stakeholders say but often misses the unconscious drivers, biases, emotions, and contexts that shape behavior. The result is an incomplete picture in the moments where clarity matters most, including when developing positioning strategies, planning product launches, and making major lifecycle decisions. "You don't need a survey to tell you that physicians see efficacy as the most important treatment decision driver," said Andrew Pilecki, Ph.D., Senior Market Research Director at Blue Matter. "What our clien
Blackfuel Emerges From Stealth with More Than $250 Million in Contracted Revenue to Build a Global AI Token Grid30.9.2026 15:00:00 CEST | Press release
First deployment scheduled to enter service in 2026, combining industrial-scale infrastructure, proprietary inference software and long-term customer commitments. Blackfuel today emerged from stealth with more than $250 million in contracted revenue under multi-year customer agreements, unveiling its ambition to build a global AI Token Grid. Pioneering the AI Token Grid, Blackfuel is building a network of architecture-specific accelerator clusters connected through a common software and commercial layer, designed to turn dedicated compute into measurable, reservable AI output. By collaborating with AMD and NTT DATA, Blackfuel is developing its European-operated inference capacity, beginning with a GPU cluster currently being delivered in Europe. "The cloud was built around virtual machines. The next infrastructure layer will be built around tokens. We are building Blackfuel to become one of the world's defining AI compute companies, starting with our first deployments in Europe. That m
934 Embeds Bluefin Payment Security into Juno to Advance Secure, Connected Hospitality Payments30.9.2026 15:00:00 CEST | Press release
Partnership brings PCI-validated P2PE and tokenization into 934’s connected hospitality payment infrastructure Bluefin, a global leader in payment and data security, and 934, a global provider of connected payment technology for the hospitality industry, today announced a partnership to integrate Bluefin’s payment security capabilities into Juno, 934’s hospitality payment platform. Hospitality businesses increasingly operate across connected payment environments spanning hotels, restaurants, resorts and other guest experiences. Behind those interactions are multiple systems, workflows and payment technologies that must work together while protecting sensitive payment data. Juno is designed to connect those experiences through a unified hospitality payment environment. By incorporating Bluefin’s security technology into the platform architecture, 934 can provide customers globally with access to PCI-validated point-to-point encryption (P2PE) for card-present payments and tokenization fo
Visioneering Technologies' New Contact Lens Trial Shows Landmark Results in Slowing Children's Nearsightedness30.9.2026 14:59:00 CEST | Press release
Completed three-year PROTECT randomized controlled trial finds NaturalVue Multifocal 1 Day contact lens slowed myopia progression by 1.06 diopters and eye elongation by 0.58 mm at 36 months.1,2 Visioneering Technologies, Inc. (VTI), a medical device company that designs and markets specialty contact lenses, will announce completed three-year results from PROTECT, a prospective, double-masked, multinational randomized controlled trial evaluating the company's NaturalVue® (etafilcon A) Multifocal 1 Day Contact Lens for slowing the progression of myopia, or nearsightedness, in children. Ashley Tuan, OD, MS, PhD, VTI's Chief Medical Officer, will present the full findings at the American Academy of Optometry's annual meeting in Anaheim. Myopia develops when a child's eye grows too long, causing distant objects to appear blurry, and it typically worsens through childhood. Faster progression is associated with a higher lifelong risk of more serious eye conditions, including retinal detachmen
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