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January 31, 2010  8:22 PM

Aspect Acquires Quilogy

Posted by: Tony Bradley
Aspect, collaboration, contact center, Microsoft, Quilogy, SharePoint, UC, Unified Communications

Aspect has purchased Quilogy, a company with established expertise in Microsoft unified communications and SharePoint collaboration, for an undisclosed price. A NetworkWorld article summarizing the acquisition says "Aspect will apply SharePoint directly to contact centers, for example, enabling...

December 31, 2009  9:56 AM

Unified Communications: Steroids for the Contact Center

Posted by: Tony Bradley
Aspect, call center, contact center, customer support, UC, Unified Communications

Have you ever called a customer support contact center and found that the Level 1 support technician that answered the phone didn't have the knowledge or experience to help you? That is rhetorical. If you have *ever* called a contact center, it is a virtual guarantee that this scenario has occurred...

February 17, 2009  3:58 AM

Building a Successful UC Strategy

Posted by: Tony Bradley
Aspect, deployment, Jamie Ryan, planning, UC, Unified Communications

I recently wrote an article about taking a step-by-step, "eat the elephant one bite at a time" approach to unified communications. Unified communications is a hot concept with almost 'Holy...

October 30, 2008  9:41 PM

Aspect Unified IP 6.6 Introduces Microsoft UC Integration

Posted by: Tony Bradley
Aspect, call center, integration, Microsoft, OCS 2007, Office Communications Server, presence, UC, Unified Communications, Unified IP

Back in June I wrote a post about the newly formed partnership between Aspect Software and Microsoft. Aspect was already an established leader in providing IP-based solutions for call...

October 25, 2008  2:40 AM

Aspect Dives Into UC Services Delivery

Posted by: Tony Bradley
Aspect, call center, Microsoft, OCS 2007 R2, Office Communications Server, professional services

Aspect, a leader in providing IP communications solutions for call centers, partnered with Microsoft earlier this year and is hard at work in collaboration with Microsoft to integrate what they offer for call centers with what Microsoft offers for unified communications. Microsoft Office...

August 29, 2008  1:18 PM

Report: Unified Communications in the Call Center

Posted by: Tony Bradley
Aberdeen, Aspect, Avaya, call center, report, UC, Unified Communications

The Aberdeen Group conducted a survey earlier this year regarding the use of unified communications technologies in the call center. According to

June 7, 2008  1:56 PM

Unified Communications in the Call Center

Posted by: Tony Bradley
Aspect, Call Centers, customer service, latency, Microsoft, UC, Unified Communications

Microsoft has a unified communications offering for small and medium businesses (SMB) with Response Point. They also have a more robust solution for enterprises providing even more features, functionality, and power for unified communications...


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