Aspect and Tellme Join Forces
Author: Mike Sheridan, SVP of Strategy at AspectAspect is at the Annual Call Center Exhibition (ACCE) Conference in Phoenix this week where I’m pleased to say that we’ve just announced a new agreement with Tellme, a Microsoft subsidiary.
For those of you who are not familiar with Tellme, they are the leader in the hosted speech self-service space. Their interactive voice response (IVR) technology platform allows users to access interactive VoiceXML (VXML) applications via telephony or other voice-enabled devices, and provides contact centers with a number of benefits; the first is cost.
Tellme provides a good way to implement the speech technology you want and need without incurring significant upfront costs – a valuable option in these unpredictable economic times. Instead of making large investments in all the ports necessary for the busiest minute you will have in a year, this solution allows you to avoid a big upfront investment and instead choose to pay a monthly fee based on usage.
Tellme’s hosted voice portal solution can also result in significant savings when it comes to ongoing maintenance costs and frustration. This type of solution prevents your staff from having to worry about or deal with regular upgrades to capacity, functionality or features – Tellme automatically handles these.
But what makes this partnership more than just a Barney relationship*, are the interesting integrations that we will deliver between Aspect Unified IP, our all-in-one software-based contact center solution, and Tellme. For example, later this year we will provide the ability for a call to initially terminate on Aspect Unified IP at your site, but take advantage of Tellme voice self service – when needed – while retaining the ability to track the call in real time (and historically) from beginning to end! Essentially you will be able to better understand your customer’s full experience – from self service to live agent assistance – from one display AND use a common tool to easily change the experience for subsequent customers.
The Aspect Professional Services team will extend their experience and expertise around building premise-based VXML applications to include the Tellme platform. They will also expand their skills around implementing Aspect Unified IP in conjunction with the Tellme platform, so they can quickly deliver a complete solution.
Essentially the Aspect/Tellme partnership provides upfront cost savings, better resiliency and all the reporting and routing advantages of a unified approach brought together in one offering. What do you think? Would you consider a hosted speech solution?
*A Barney relationship is one where the companies declare that “I love you” and “You love me” but nothing post-press release ever happens.
Author: Aspect
Catergories: Contact Center Technology, Customer Service/Consumer Demands, Standards, Unified Solutions, Voice Self Service
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