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Aspect Software
Formerly named Davox, then Concerto Software, Aspect Software is an international company based in Westford, Massachusetts, USA
Australian Office
Level 15, 8 Napier Street, North Sydney, NSW 2060 Australia
No office in New Zealand
CTI Report
Aspect Telecommunications (pre-acquisition), Concerto Software and Rockwell (pre-acquisition) are included in the report, specific to Australia and New Zealand, Computer Telephony Integration: from the Internet to the Desktop published by Occidental Communications. This report includes local contact details, CTI protocols supported and switches in the Australasian market with which CallCenter, FirstPoint Enterprise, FirstPoint Business Edition, Ensemble, Unison and other products have been interfaced. The report also features the market shares of the specific market-leading CTI vendors in Australia and New Zealand and CTI licence pricing. The report also analyses predictive dialling systems available in the Australasian market, call blending, ad-hoc dialling and the outbound call management process.
Aspect Software Worldwide
For details on Aspect Software's worldwide presence and inclusion in CTI reports for Asia, Europe and/or North America, visit the Aspect Software International page.
CallCenter
(Australasian telephone systems directory)
(International PABX/ACD directory)
ACD. CallCenter is also distributed by BT Syntegra, BTAS and CallDesign.
Spectrum (formerly FirstPoint Enterprise)
(Australasian telephone systems directory)
(International PABX/ACD directory)
ACD offering comprehensive capability with IVR capabilities, CTI capabilities, agent-initiated audio call recording, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
FirstPoint Business Edition
(Australasian telephone systems directory)
(International PABX/ACD directory)
ACD which can either be deployed as a stand-alone ACD or interfaced to a PABX to provide ACD capability to that PABX.
Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro)
(Australasian telephone systems directory)
(International PC-based telephone system directory)
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, predictive dialling, audio call recording capability including screen capture, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents. Aspect Unified IP is also distributed by BT Syntegra, BTAS, CallDesign, Lake Corporation and Premier Technologies.
Customer Self Service (IVR)
An IVR system offering menu development by drag and drop method using a GUI interface and optionally including speech recognition software from Nuance Communications.
Aspect Enterprise Contact Server
(Australasian CTI software directory)
(International CTI software directory)
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, predictive dialling, collaborative browsing using both voice through the Internet and callbacks, text chat and off-switch ACD. Aspect Enterprise Contact Server is also distributed by BT Syntegra, BTAS, CallDesign, Premier Technologies and Telstra.
Aspect Uniphi Suite (formerly named IP Contact Suite)
(Australasian CTI software directory)
(International CTI software directory)
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional voice mail, IVR, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD designed for LAN-based telephone systems.
Conversations
(Australasian predictive dialler directory)
(International predictive dialler directory)
A predictive dialler with its own trunks, that makes its own calls, connects them to the PABX through voice circuits and uses CTI (by incorporating Envox's Envox CT Connect) to instruct the PABX to connect them to agents, and which can also be deployed in a software-only configuration. Conversations is also distributed by Premier Technologies.
Unison
(Australasian predictive dialler directory)
(International predictive dialler directory)
A predictive dialler with its own trunks, that makes its own calls, connects them to the PABX through voice circuits and uses CTI to instruct the PABX to connect them to agents, and which can also operate in a software-only configuration. Unison is also distributed by BTAS and Lake Corporation.
Aspect Quality Management (Audio call recording system)
A digital audio call recording system that also supports screen capture.
PerformanceEdge (formerly EWorkforce Management) (WFMS)
Workforce management software offering staffing level forecasting and roster management for calls and/or e-mails. Optional modules/licences offer adherence to roster start times, multiple skill groups, multiple site support and audio call recording. PerformanceEdge is also distributed by BT Syntegra, BTAS, CallDesign, IBM, Premier Technologies and Telstra.
Note
Aspect Telecommunications (pre-acquisition) had never responded to a request for tender administered by Stephen Coates although one Aspect reseller now has.
Article citing Aspect
Lame competitors contribute to Genesys's success IT Director (Bloor Research, UK), October, 2007
Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Vendors seeking inclusion click here.
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