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
Industry Leaders Formally Launch SCMP OCP Workstream for Open, Secure AI Infrastructure Management and Control13.10.2026 19:15:00 CEST | Press release
Lattice Semiconductor (NASDAQ: LSCC), the low power programmable and platform firmware leader, and AMI, a Lattice company, today announced SCMP (Secure Control and Management Plane), a new Open Compute Project workstream. Announced during a joint keynote at the 2026 OCP Global Summit, SCMP is an open, vendor-neutral architecture for secure control, boot, and management of data center infrastructure. It gives data center operators more confidence that complex AI systems will work as expected across vendors and platforms, with less integration risk and more freedom of choice. SCMP defines how a control authority establishes and maintains trust from silicon root of trust through rack and pod, building on existing OCP initiatives and industry standards. “As AI infrastructure scales toward autonomous operation, the management and control plane becomes the foundation of trust. That foundation should be open and verifiable, and SCMP gives the industry a common architecture to achieve it, from
Saudi Fund for Development Announces Progress on Pristina–Mitrovica Highway Project in Kosovo13.10.2026 15:36:00 CEST | Press release
The Saudi Fund for Development (SFD) today joined the Government of Kosovo to inaugurate the Pristina–Mitrovica Highway, marking SFD’s first completed project in Kosovo and an important milestone in the partnership between both sides. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261013433726/en/ SFD CEO and Kosovar's minsters sideline meeting (Photo: AETOSWire) His Excellency Sultan bin Abdulrahman Al-Marshad, Chief Executive Officer of the Saudi Fund for Development, inaugurated the upgraded highway section by cutting the ribbon at the newly completed road. He subsequently held a sideline meetings with His Excellency Hekuran Murati, Minister of Finance, His Excellency Dimal Basha Minister of Infrastructure and Transport, and His Excellency Arben Vitia, Minister of Health, to discuss the development projects and the continued SFD- Kosovo partnership. The project upgrades a 9.87 km section of the Prishtina–Mitrovica Highway
KAST Selects Kiln’s Claire Wells as Chief Legal Officer13.10.2026 15:30:00 CEST | Press release
KAST adds an experienced CLO to help drive the next phase of growth The hire further enhances KAST’s robust compliance function Wells is leading the charge to add additional licenses throughout the world KAST, the global money app, announced today that Claire Wells has joined the company as Chief Legal Officer. Wells will lead KAST’s global legal operations, and the company’s compliance, regulatory, fundraising and licensing initiatives are under her remit. Wells is a proven legal and compliance leader with deep experience building and scaling legal, regulatory and policy functions across fintech, payments and digital assets. She has navigated complex, multi-jurisdictional environments, all while delivering growth. “I’m thrilled that Claire has joined the KAST team as our new Chief Legal Officer,” said KAST Founder & CEO Raagulan Pathy. “Claire is joining us at a truly pivotal time for the company as we enter our next phase of growth. We are continuing to expand our product set rapidly
Ohana Development Announces Erling Haaland as a Proud Homeowner at Manchester City Yas Residences by Ohana, During Phase 2 Launch13.10.2026 15:00:00 CEST | Press release
Pep Guardiola announced as official brand ambassador of the project Ohana Development has announced Erling Haaland as a proud homeowner at Manchester City Yas Residences by Ohana during the launch of the project’s second phase. Featuring two- and three-bedroom townhouses, duplex villas, and four- and five-bedroom villas, Phase 2 sales will commence on 19 October 2026. The event at Etihad Arena welcomed over 4,000 guests, including Pep Guardiola, who was announced as the project’s official brand ambassador. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261013790618/en/ Manchester City Yas Residences by Ohana Launches Phase 2 (Photo: AETOSWire) Located along Yas Canal, adjacent to Yas Island, the development spans 1.67 million square metres and will feature more than 2,000 residences. The world’s first Manchester City-branded residential community has already broken ground, with phased delivery scheduled by 2029. In a video a
Tigo Energy Enables over 11MW of Repowering as Legacy Solar Service Market Grows13.10.2026 15:00:00 CEST | Press release
New repowering playbook and installer resources pair step-by-step business guidance with technical training and inverter flexibility for legacy-system upgrades. Tigo Energy, Inc. (NASDAQ: TYGO) (“Tigo” or “Company”), a leading provider of intelligent solar and energy software solutions, today announced that Tigo technology has helped enable over 11MW of solar repowering projects as demand grows for upgrades, replacement components, and services across the installed base of aging residential solar systems. To help installers capture this opportunity, Tigo is also introducing a practical repowering playbook and installer resources designed to support both business development and the technical execution of legacy-system upgrades through repowering. The Tigo Repowering Business Playbook gives installers a step-by-step framework for building a repowering business across four stages: Discover, Build, Sell, and Grow. The guide addresses how to evaluate the market opportunity, create repeatab
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