Over the past few weeks you may have noticed the Aspect advertisements (see copy left) all over this blog and the discussion forums. This evening I decided to take a look at Aspect’s advertising campaign and fine out what all the excitement was about.
Aspect is hosting a webinar on Tuesday, March 9th at 11:00AM EST / 8:00AM PST hoping to discuss with current and future potential customers how the integration of the Nortel and Avaya product lines might affect them.
Aspect is a well known provider of large contact center solutions. I hope to personally listen in and see what Aspect has to say. I’d be curious if/how Aspect will also be pushing their Unified Communications solutions.
Cheers!
I had decided to skip the Avaya/Nortel Roadshow in Philadelphia, PA because I didn’t believe they had anything new to share – apparently I was right. So I decided to join the Aspect webinar and listen in on the presentation.
Ian Jacobs provided a very generic view of how contact centers are morphing with the technology. Under 49% of customer contact was through traditional inbound dialing. About 19% was through outbound dialing where the contact center calls a user back. and then the remainder was divided up into IM (web chat), Email and other. It was a decent presentation which seemed to stress that non-telephony means of accessing the contact center were only going to grow if not explode given the available technology – unified communications.
In the end though I guess there was only so much you can cram into 60 minutes. I was hoping for some technical comparision between Avaya/Nortel and Aspect solutions but none was really forthcoming.
Cheers!