A P PL I CATION OV E R V IE W
Deployment Flexibility Deployment and Managed Services options from Aspect allow your businesses to focus more on your customers and less on your contact center and enterprise infrastructure.
Tell us how we can help and we’ll be there, whether that means providing access to a convenient cloud-based platform, installing our software on premise, or putting together a hybrid solution. You can also tell us how hands-on, or hands-off, you’d like us to be with management and support. Just like you, we’re all about making customers happy.
Flexible We know that circumstances change, sometimes on an hourly basis. Aspect allows you the freedom to easily reallocate and manage people and infrastructure resources, so that you can always maintain a healthy bottom line.
Adaptable Sudden change shouldn’t mean sudden stress. Aspect helps you quickly adapt – whether you need to scale up for a busy holiday season, add a new capability to meet customer demands for social and chat, deal with a regulatory issue, or handle any crisis that lands in your lap.
Secure Commerce never rests. We’re committed to keeping you up and running, whether you use our technology on-site or in the cloud. Aspect mitigates all cloud data to redundant
secure servers to reduce the chance of information loss. And we use advanced physical security operations to protect all customer data.
Trusted Technology is only as good as the people behind it. That’s why we employ the most talented, experienced and knowledgeable teams around. Their know-how covers IT architectures and systems, business processes, interaction and workforce management best practices and much more. They also understand how all these disciplines come together to maximize resources and deliver great customer experiences.
Use the cloud with confidence Deploy your automated contact center with our globallyaccessible cloud network and enjoy a scalable hosted solution that’s flexible enough to quickly adapt as your business needs change. Aspect has over a decade of experience creating distributed hosting architectures with high performance and high dependability.
Managed Services from Aspect can help your business:
You can count on us to host your entire contact center solution, including workforce optimization, or provide expert help with any one component. In fact, we uniquely enable you to deploy the exact same Aspect applications and platforms in our hosting cloud as are available to you on your premises. As a result, Aspect customers have the ability to deploy on premise, on demand in our cloud, or with a hybrid combination of the two.
• Put
We build on platforms at completely redundant, geographically dispersed hosting facilities throughout North America, Europe and Asia.
Benefits of cloud-based deployments allow your business to: • Leverage
cloud solutions without bearing the burden of significant upfront capital or additional IT investments
• Implement
comprehensive contact center and workforce optimization technologies quickly
• Easily
add additional capabilities whenever you’re ready
• Employ
a single global platform with a virtualized view of your multi-site solutions
• Interconnect
with global long distance and VoIP carriers to transport calls to and from any country
• Enjoy
piece of mind with total redundancy and no single point of failure – backed by a 100% uptime guarantee from Aspect
• Get
full support of VoiceXML, CCXML, SIP and more – 100% standards-based
• Take
advantage of the largest global VoiceXML hosting platform and the most deployed CCXML engine
• Manage
contact center infrastructure without increasing hardware, headcount or IT investment resources where they will best service high-value customers without incurring additional IT costs
• Implement
best practices leveraged from Aspect experts to deploy key process improvements
• Drive
key process improvements to deliver significant, measurable benefits for your organization
Managed Services: Enjoy the best of both worlds Aspect® Managed Services allows you to keep your contact center infrastructure on premise but removes the burden of managing it. No longer do you have to worry about upgrades, patches, monitoring or maintenance. Our team at Aspect will take care of all of those jobs for you. Which means you can focus more on your customers and less on your contact center infrastructure. Our defined set of Managed Services offerings allows your business to transfer day-to-day platform management and administration responsibility to Aspect with ease, confidence and without worry. Server Monitoring – Provides proactive monitoring of the customer server infrastructure for issues relating to Aspect contact center and workforce optimization application platforms. Alerts are immediately sent to Aspect customer support services to respond to the issues.Server Monitoring from Aspect can also include servers beyond those supporting Aspect technology if requested by the customer. Application Monitoring – Provides proactive monitoring of Aspect applications running within the customer environment as an add-on to the Server monitoring offering defined above. Any issues identified are automatically communicated to Aspect support services for investigation. Requests for Application Monitoring for non-Aspect technology can also be accommodated. Carrier Monitoring – Provides proactive monitoring of carrier MUXs, SBCs, as well as capturing alerts from contact center application media servers to identify telephony issues that are potentially impacting the operations of the environment. Any issues identified are automatically communicated to Aspect support services and the customer for investigation.
System Health Check – This service is a scheduled validation of the customer’s contact center environment through an automated customer simulation process. This process would replicate a customer’s interaction with the system and validate it is operating properly and providing a high quality level of service.
Acting as an authorized agent to contact carrier / hardware provider / help desk – In the event the customer desires Aspect to act on their behalf for support issues with other vendors such as hardware and carriers, this service allows Aspect to become an authorized agent to act on the customer’s behalf in these areas.
The Options are Yours; We’ll be There to Help “ It’s been a pleasure working with Aspect. When building our technology solution, we adopted an agile approach to system development and Aspect has been extremely supportive of this strategy.”
Dave Lister, Head of Service Development, British Gas
Corporate Headquarters East 300 Apollo Drive Chelmsford, MA 01824 +(1) 978 250 7900 office +(1) 978 244 7410 fax
Corporate Headquarters West 2325 E. Camelback Road, Suite 700 Phoenix, AZ 85016 +(1) 602 282 1500 office +(1) 602 956 2294 fax
Whatever your requirements, tell us how we can help and Aspect will be there. Whether you’d like to keep your Aspect solutions on premise, in the cloud or create a hybrid of the two, we have the deployment options your business requires. And when it comes time to manage your on premise or private cloud solutions, take advantage of the Aspect® Managed Services worry-free options to transfer day-to-day platform management and administration responsibility to Aspect with ease, and confidence.
Europe & Africa Headquarters 2 The Square, Stockley Park Uxbridge Middlesex UB11 1AD +(44) 20 8589 1000 office +(44) 20 8589 1001 fax
About Aspect Aspect is the only software company with a fully-integrated interaction and workforce optimization platform for enterprise contact centers globally that need to profitably (and seamlessly) orchestrate people, processes and touch points in an era when the contact center is the new center of the customer experience. For more information, visit www.aspect.com.
© 2013 Aspect Software, Inc. All Rights Reserved. 3083US-A 10/13
Asia Pacific & Middle East Headquarters 8 Cross Street # 25-01/02 PWC Building Singapore 048424 +(65) 6590 0388 office +(65) 6324 1003 fax