Microsoft may be a relative newcomer to Internet telephony, but its name does carry a certain cachet. And when it throws its weight behind a project, there's not too much that can stop it from moving forward. Its announcement earlier this month at VoiceCon Orlando 2008 that it was taking an equity stake in contact center company Aspect Software sent a message that the software giant was expanding its efforts to reach out to call centers on a global basis.
The duo said Aspect would integrate the next version of its Unified IP call center software with Microsoft's Office Communications Server 2007, crafting a unified communications server and call center suite. Microsoft hopes it can nudge open some doors of companies already working with Aspect, and position OCS as a major player. The key is the functionality it can bring to the mix, allowing, for example, call center agents to reach out to available experts to help with calls that go beyond the scope of the call center's expertise. Agents will be able to track expert availability, send them an IM, transfer the call or conference it.
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The duo said Aspect would integrate the next version of its Unified IP call center software with Microsoft's Office Communications Server 2007, crafting a unified communications server and call center suite. Microsoft hopes it can nudge open some doors of companies already working with Aspect, and position OCS as a major player. The key is the functionality it can bring to the mix, allowing, for example, call center agents to reach out to available experts to help with calls that go beyond the scope of the call center's expertise. Agents will be able to track expert availability, send them an IM, transfer the call or conference it.
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