Aspect Unified IP 7 Overview

1. Aspect® Unified IP® 7
 Aspect Unified IP 7 is a next generation contact
center solution that:
 Supports what you need today, and for the
next generation of customer contact in the
future.
 Leverages unified communications
infrastructure and collaboration software to
break down communication silos in the
contact center and across the enterprise for
customer service, collections and sales.
 Offers a complete set of contact channels,
including SMS and IM, to support your
consumer demands by providing their
channel of choice and delivering a rich,
consistent customer experience.
©2011 Aspect Software, Inc. All rights reserved.

2. Aspect® Unified IP®
Inbound Capabilities
Advanced Call Routing
— DNIS, ANI, Data Directed routing
— Longest idle, Terminal, Circular routing
— Multi Dimensional Skills-based routing
— Multi Site Post Call Routing
— Dynamic Prioritization
Intelligent Queue Management
— Wait-time & Queue Position Notification
— Queue Optimization
— Music on hold
— Service Voice Mail
— Abandoned Call Recuperation
— Voice Mail
Voice Portal
Agent Empowerment
— Inherent Screen Pop
ACD Unified: Dialer
— Individual Agent and Group Level Callbacks Administration
Reporting
— Multichannel blending Workflow
— Park State Open IP
Closed IP
— Agent on Demand
TDM
— Manualaspect.com
Quality Internet
Accept Management Contact
— Ask an Expert functionality with integration
to Microsoft Lync
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©2010 Aspect Software, Inc. All rights reserved.

3. Aspect® Unified IP®
Voice Portal Capabilities
Interactive Voice Response
 DTMF and VoiceXML based IVR
 Automated Attendant,
 ODBC and Host Connectivity
 Multi Language prompts
Intelligent Contact Management
 Email and Web Chat scripting
 Advanced Intelligent Routing
 Callback and Exclusion Management
Multi Media Script Designer
 Visual Scripting workspace Voice Portal
 Script Debugger, Emulator and Offline Design
Unified:
Advanced Voice Portal ACD
Administration
Dialer
Reporting
 VoiceXML based TTS and ASR Workflow
Open IP
 VoiceXML Sub Dialog, VoiceXML Freeform Closed IP
TDM
 VoiceXML 2.0 and 2.1 certified
aspect.com Quality Internet
Management Contact
 Nuance RealSpeak, OpenSpeech Recognizer
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©2010 Aspect Software, Inc. All rights reserved.

4. Aspect® Unified IP®
Outbound Dialing Capabilities
Best In Class Dialing Functionality
— Automated Dialing (line to agent ratio)
— Blaster Dialing (agent-less mode)
— Preview, Timed Preview (Progressive)
— Predictive Dialing
— Precision Dialing (compliance)
— Industry leading call analysis and AMD
Outbound Campaign Management
— Advanced List Management
— External ODBC Table Dialing
— Dynamic Record Feed Interface
— Scripting and Desktop automation with LYRICall
— Advanced Pacing Controls
Advanced Features Voice Portal
— Outbound IVR
— Quota Control ACD Unified:
Administration
Dialer
— Agents in multiple outbound campaigns Reporting
Workflow
— Dynamic List Management Open IP
— Agent Account Ownership
Closed IP
TDM
— Scheduled Callback (Agent/Service)
aspect.com Quality
Management
Internet
Contact
— Exclusion (Do Not Call) Management
— Skills routing
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©2010 Aspect Software, Inc. All rights reserved.

5. Aspect® Unified IP®
Internet Contact
Web Chat & Collaboration
— Web Chat
— Web Collaboration (agent, customer led)
— Web Call me, Web Callback
— Chat Recording and Monitoring
— Agent Assist - Knowledge Base access
Email Management
— Auto Response
— Confidence Level Control
— Auto Acknowledgement
— Assisted Response with Suggestions
Knowledge Base
Voice Portal
— FAQ
— Natural Language Processing ACD Unified: Dialer
Administration
— Microsoft SQL Server Reporting
Workflow
Open IP
Closed IP
aspect.com TDM
Quality Internet
Management
Contact
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©2010 Aspect Software, Inc. All rights reserved.

6. Aspect® Unified IP®
Quality Management Capabilities
Logging & Recording
— Voice, Web Chat and Web Collaboration recording
— On Demand Recording (agent, supervisor, script)
— Compliance Recording (100%, based on rules,
schedule)
Quality Monitoring
— Silent Monitoring, Coaching, Barge-In
— Voice, Web Chat & Collaboration Monitoring
— Remote Monitoring
— Screen Monitoring and Recording
— Agent Performance Scoring and Analysis
Voice Portal
Recording Management
— Search by time range, size, user data ACD Unified:
Administration
Dialer
— Large Capacity Storage & Compression
Reporting
Workflow
— Offline Archival (e.g. DVD) Open IP
Closed IP
TDM
— Recording Export, Email and Security
aspect.com Quality Internet
Management Contact
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©2010 Aspect Software, Inc. All rights reserved.

7. Enterprise Intelligent Routing
 Enterprise Intelligent Routing (IP NIQ)  Advanced Skills Based Routing
 Queue and route your inbound calls  Dynamically adjust skills and call
across multiple Aspect Unified IP priority in real-time
systems in your enterprise  Control on a call-by-call basis what
 Enterprise Routing between Aspect groups of which resources to queue
Unified IP and Aspect CallCenter the call to
ACD systems  Ensure high-touch interactions by
 Select and reserve the best skilled routing the caller to the last person
agent no matter what site or system they spoke too
that are logged into
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©2011 Aspect Software, Inc. All rights reserved.

8. Aspect® Unified IP®
Quality Management Capabilities
Logging & Recording
— Voice, Web Chat and Web Collaboration recording
— On Demand Recording (agent, supervisor, script)
— Compliance Recording (100%, based on rules,
schedule)
Quality Monitoring
— Silent Monitoring, Coaching, Barge-In
— Voice, Web Chat & Collaboration Monitoring
— Remote Monitoring
— Screen Monitoring and Recording
— Agent Performance Scoring and Analysis
Voice Portal
Recording Management
— Search by time range, size, user data ACD Unified:
Administration
Dialer
— Large Capacity Storage & Compression
Reporting
Workflow
— Offline Archival (e.g. DVD) Open IP
Closed IP
TDM
— Recording Export, Email and Security
aspect.com Quality Internet
Management Contact
8
©2010 Aspect Software, Inc. All rights reserved.