Aspect-Dell-Microsoft, birth of an UC Hydra?


A few days ago (yes, I know I’m behind on blogging) Aspect announced a partnership with Dell Services to push further Microsoft’s unified communications offering in the enterprise and in the contact center. This, of course, means that anytime you buy Aspect contact center software or Dell servers, you may be presented with a sweet deal on Microsoft Lync, too.

Honestly, I don’t know why this partnership took so long to materialize considering Microsoft’s money backs Aspect and Dell has always been close to Microsoft. Lync has been getting lots of positive reviews, especially now there are official Lync clients for various mobile platforms, rounding out its features as a true “anywhere, anytime” UC solution.

Microsoft’s goal is to put its software on everything in your enterprise. Servers? Check. Desktops? Check. Databases? Check. PBXs and ACDs? Hmmm, those are eyesores to the Redmond giant, and it cannot wait to get rid of them. With software, of course! Lync to be the core of enterprise communications, and Aspect software to ensure the contact center doesn’t miss a beat sitting on top of Lync.

The alliance between these three companies will make Lync even more formidable in the competitive UC landscape. Many other major UC vendors dipped their hands in unified communications out of necessity, to offer something more because CIOs were balking at the cost of their hardware (which are, more often than not, the size of a refrigerator). Their gears are often hidden in mysterious closets and in humming switch rooms. One advantage that Microsoft has is that its products are highly visible already, and workers cannot function during the day without them.

And that’s the vision Microsoft has for Lync.

Press release from Aspect:

CHEMLSFORD, Mass., 23 February 2012 —Aspect, a leading provider of customer contact and Microsoft platform solutions, today announced a go-to-market relationship with Dell Services to deliver Microsoft-based Unified Communications solutions for the contact center and across the enterprise.
Many large organizations view contact centers as a primary customer engagement point and increasingly as a revenue generation engine. However outdated telephony infrastructures or poorly connected contact centers can result in missed or dropped calls and negatively impact customer service. This can result in missed sales opportunities and potential damage to a company’s brand.
The Aspect-Dell relationship provides customers the technology, services and contact center expertise to deliver dynamic and effective customer interaction solutions from a single source. The relationship also gives customers the flexibility and scalability to tailor their private branch exchange (PBX) and contact center solution to best fit their needs.
Golfbreaks.com, Europe’s leading golf tour operator, is implementing a Microsoft-based unified communications solution including a full multimedia contact center infrastructure to replace its aging PBX platform. When their telephony platform could no longer keep up with the service demands of its customers, the company sought out a contact center solution built upon an open, capable and affordable software platform delivered by Dell and Aspect.
“With more customers than ever booking with us, we required a way to meet the challenge without increasing headcount, and to do more with less,” comments Steve Hemsworth, Managing Director at Golfbreaks.com. “Our customer service is why people keep coming back to us, but as demand increased, the lack of channel integration was putting a strain on our agents and systems, increasing administration time. Customer preferences for the way they contact us are changing, as are the times at which they choose to contact us. We have already extended our opening hours by more than 30%, hopefully the new support for SMS and email – as well as integration with our CRM system – will make booking with us easier and quicker than ever.”
“With more than eight million available seats across the globe, unified communications in the contact center is a growing and untapped market opportunity,” said Mike Sheridan, executive vice president of worldwide sales, Aspect. “Aspect’s relationship with Dell will provide our customers with a truly comprehensive Microsoft Lync-based Unified Communications and Collaboration (UC&C) solution.”
“Our relationship with Aspect will allow customers worldwide to acquire end-to-end next-generation unified communications solutions incorporating hardware, software, services and support from a single vendor,” said Kevin Jones, vice president and managing director, Infrastructure and Cloud Computing for Dell Services. “We believe customers that share our joint vision of a software-powered communications ecosystem will find great value in this.”
Aspect solutions are available immediately as part of Dell’s Unified Communications portfolio world-wide. For more information, visit www.aspect.com and www.dell.com/unified.
About Aspect
Aspect builds customer company relationships through a combination of customer contact software and Microsoft platform solutions. For more information, visitwww.aspect.com.
Follow Aspect on Twitter at @AspectUC. Read our blogs at http://blogs.aspect.com.
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Aspect, Unified IP and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.For more information, please contact:
Tim Dreyer
Aspect
Tel: 630 227 8312
Email: tim.dreyer@aspect.com
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