Author:  Gary Barnett
In my last posting, I spoke in detail about why I strongly believe your contact center should be leading the unified communications (UC) effort within your enterprise.  Simply put, your center already has the technology, expertise and experience your company needs to successfully connect its people. 
I think it’s important for me to define […]

Author:  Roger Sumner
I recently spent several days in Atlanta with more than 600 of our customers, attending our annual user conference, the Aspect Customer Experience (ACE).  Despite the fact that I was greeted by snow when I arrived (I was hoping for a radical departure from this year’s blustery Chicago winter), I learned a lot […]

Guest Author: Mike Sheridan
During the past few weeks, we’ve been talking an awful lot about unified communications.   In fact, just today Aspect Software made another announcement about how we plan to support our Unified Communications for the Contact Center strategy through our partnership with Microsoft.
We’ve outlined what it is and why it’s important to your […]

Author:  Gary Barnett
Earlier this week, Aspect Software announced that we are now offering UC for the contact center. With this announcement, I felt the need to come clean.  I’ve seen far too many companies with plans to begin their UC deployments in the non-customer facing parts of their enterprises. I strongly believe that your contact center should actually be leading […]

Guest Author:  Mike Sheridan, SVP of Strategy for Aspect Software
A big thanks to the three luminaries for giving me the floor this week for my first blog posting!  I have to admit that I’m excited about the topic but I’m also thrilled that I’ve been entrusted to make an extremely important announcement to our blog-reading […]

Author:  Gary Barnett
Each day, your agents receive a large number of phone calls probably focusing on a wide range of issues.  Some customers may have basic needs, such as getting their bank account balance, checking on the status of an order, or changing their addresses.  Others may have more complex issues, like over-the-phone computer tech […]