Author:  Gary Barnett

Aspect Software is having its first birthday – a momentous occasion and as good a reason as any to celebrate. Don’t let our “official” age fool you. We are not the toddler who has outgrown his infancy and is now learning to walk and talk in the contact center space.  To the contrary, I would say that Aspect Software is more like the wise old woman who has discovered the fountain of youth. We actually have more than 30 years of experience in the contact center space, but only one year as Aspect Software. And what an exciting year it’s been!

During the last 365 days, we have gotten closer to what I believe will be the most radical and rapidly changing technological era our world has seen to date.  Fueled largely by the growth and acceptance of the Internet and supporting technologies, multiple siloed economies are morphing into one large, mobile, global and open economy. Standards such as HTTP are allowing computers and people around the world to communicate with one another and share information at unprecedented speeds. This is only the beginning.  The up-and-coming generation of consumers and workers will want and need more – faster, mobile and on-demand.

Many of our customers are researching or implementing technology that takes advantage of new open standards and/or open source telephony options that will set the stage for cost-effective, long-term scalability, and simple integration with emerging technologies. Common platforms such as SIP and VoiceXML are beginning to permeate the contact center and are becoming the ubiquitous foundation on which new applications are being created.  And, open source IP PBXs, which are built on standards such as SIP, are giving companies the control they need to quickly and inexpensively customize their systems to accommodate dynamic customer and market demands.

Think of it this way … if you build your house on a poor foundation, the entire house will be unstable.  Open standards and open source software can give you the sturdy, level floor you need to construct your quality house.  Similarly, I am proud that Aspect Software has a solid base of heritage, industry knowledge and innovation, and I believe this gives us the concrete ability to help contact centers build to spec.

 

This entry was posted on Wednesday, September 27th, 2006 at 5:31 am and is filed under Contact Center Technology, Open Source, Standards. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.