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
Hanshow and the University of Cambridge Launch Joint Research on Augmented Intelligent Hybrid Wireless Technology25.12.2025 12:34:00 CET | Press release
Hanshow, a global leader in electronic shelf labels (ESL) and digital store solutions, has entered into a multi-year research collaboration with the University of Cambridge, one of the world’s most prestigious academic institutions. The partnership will focus on joint research and innovation in next-generation intelligent hybrid wireless technologies, marking an important milestone in Hanshow’s continued investment in core technologies and long-term innovation. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251225988816/en/ This collaboration leverages the University of Cambridge’s deep expertise in fundamental wireless technology research, alongside Hanshow’s extensive industry experience, to further strengthen multi-protocol integration capabilities and expand scalable applications across diverse retail scenarios. Guided by shared principles of innovation, collaboration, openness, and knowledge sharing, the two parties aim
Social Development Bank Highlights Strategic Partnerships and Global Initiatives at DeveGo 202524.12.2025 17:27:00 CET | Press release
The forum held in Riyadh witnessed the signing of 51 agreements aimed at strengthening the entrepreneurial ecosystem The Social Development Bank (SDB) hosted the second edition of the Entrepreneurship and Modern Business Practices Forum, “DeveGo 2025”, from 21 to 23 December in Riyadh. Held under the patronage of His Excellency Eng. Ahmed bin Sulaiman Al Rajhi, Minister of Human Resources and Social Development and Chairman of SDB’s Board of Directors, the forum brings together government leaders, global experts, investors, and entrepreneurs to shape the future of entrepreneurship and modern business practices in the Kingdom of Saudi Arabia. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251224036724/en/ From right to left: Ahmed Al Rajhi, Saudi's Minister of Human Resources and Social Development, H.E. Rebeca Grynspan, Secretary-General of UNCTAD, and Sultan Al Hamidi, CEO of Social Development (Photo: AETOSWire) Opening th
Making Science Unveils ‘AWAKE’: The AI Venture Studio Industrialising Startup Creation and AI-First Innovative Solutions23.12.2025 20:51:00 CET | Press release
The disruption generated by AI enables the acceleration and industrialisation of the creation of internal solutions and start-ups through centres of excellence in Chicago, Madrid and Tbilisi.This model has already proven its commercial and innovative power through the acceleration of startups like ad-machina, which has multiplied its value by 10 since joining the Making Science ecosystem. Making Science, the global digital acceleration consultancy, today announced the launch of AWAKE Venture Studio. This "AI-first" model represents a new era in systematic innovation, designed to identify, prototype, and scale both internal proprietary solutions and independent AI-native startups with global reach. The launch of AWAKE is motivated by the significant efficiency gains of orders of magnitude that Making Science has already achieved through the internal integration of AI. By applying these methods, the firm has achieved a 2x acceleration in tech feature development reducing time in the depl
FDA Clears First Extended Depth of Focus Contact Lens for Presbyopia23.12.2025 18:07:00 CET | Press release
Deseyne® (vifilcon C) Daily Disposable Soft (Hydrophilic) Contact Lens for Presbyopia with Extended Depth of Focus (EDOF) Delivers Continuous Vision at All Distances—Redefining Presbyopia Correction The Cataltheia Group and its U.S. subsidiary, Bruno Vision Care LLC, a leader in eye health innovation, today announced that the U.S. Food and Drug Administration (FDA) has cleared the first and only Daily Disposable Soft (Hydrophilic) Contact Lens for Presbyopia utilizing patented Extended Depth of Focus (EDOF) optical design technology, enabling commercial distribution in the United States. Deseyne® delivers smooth, continuous focus across near, intermediate, and distance vision, providing clear, natural vision without compromise. This performance is enabled by Cataltheia’s patented hyper-refractive central zone, engineered to precisely redirect light in a controlled manner. The result is a clear clinical advantage over the only other available contact lens option for presbyopia, multifoc
Aramco Awards SLB Long-Term Contract to Support Kingdom’s Unconventional Gas Production Growth23.12.2025 14:58:00 CET | Press release
Five-year contract to drive innovation in stimulation, intervention, digital and frac automationAgreement underscores gas as a pivotal fuel for global energy demand and a bridge to lower-carbon systems Global technology company SLB (NYSE: SLB) has been awarded a five-year contract by Aramco to provide stimulation services for its unconventional gas fields. This award is part of a broader multi-billion contract, supporting one of the largest unconventional gas development programs globally. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251223074948/en/ The contract encompasses advanced stimulation, well intervention, frac automation, and digital solutions, which are important to unlocking the potential of Saudi Arabia’s unconventional gas resources. The contract encompasses advanced stimulation, well intervention, frac automation, and digital solutions, which are important to unlocking the potential of Saudi Arabia’s unconve
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