Aspect Communications Corp. (NASDAQ:ASPT) is teaming with eStara Inc. of Reston, Va., to let customers offer click-to-talk capabilities over the Internet in conjunction with Aspect's Web collaboration platform, Aspect Web Interaction. The combined solution requires no changes to the existing contact center telephony environment to handle eStara Web click-to-talk sound. The calls are delivered over the Internet just like "normal calls" coming from 800 numbers or direct inward dialing (DID) numbers.
The San Jose, Calif.-based Aspect is the only company today that delivers a complete multichannel contact center -- the core of any company's CRM strategy. The Aspect Contact Server synchronizes all customer contact points, including live and self-service. eStara's Web voice solutions can be embedded in Web site pages, e-mails and ad banners. OneClick Contact is completely compatible with existing call center systems, so there's no installation, capital investment or system integration required.
"Aspect Communications constantly seeks the best complementary technology offerings to extend and enrich our online customer contact solutions and our multichannel contact center solution itself," said Suzanne Hoffman, Aspect's vice president of global channels. "eStara's hosted Web for click-to-talk applications is elegantly designed and extremely easy to integrate into the contact center. It affordably meets the business needs of our customers and enables them to serve their customers better than ever before."
Jupiter Media Matrix recently reported that over 80 percent of online shoppers surveyed demanded access to a live voice interaction to answer complex questions and solve problems online.
Reprinted from dc.internet.com