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Microsoft and Aspect (News - Alert) Software announced a multiyear strategic alliance deliver unified communications (UC) to contact center solutions around the world.

 

The deal calls on Aspect’s Unified IP contact center solution to interoperate with Microsoft’s (News - Alert) platform for software-powered voice and unified communications. To accelerate the development and adoption of new solutions and services, Microsoft is making an equity investment in Aspect.

 

Aspect will begin development of the optimized solutions immediately. The company plans to deliver interoperability with Microsoft Office Communications Server 2007 by releasing a new version of its .NET (News - Alert)-based Aspect Unified IP product.

 

The updated solution will include ask-an-expert capabilities, to make use of the instant messaging and presence technology in Office Communications Server 2007. With this feature, contact center agents can find and consult with experts anywhere in a company to resolve inquiries in a single interaction.

 

“A key pillar of Microsoft’s unified communications vision is improving access to the people and information you need to do your job better and more quickly, and, with Aspect, we aim to make this vision a reality for contact centers,” said Gurdeep Singh Pall, corporate vice president at Microsoft’s unified communications group, in a statement.

 

Pall continued: “The fact that Aspect, a noted leader, is choosing to optimize its next-generation solution for Microsoft UC is tremendous validation of the strengths of our unified communications and voice over Internet Protocol platform, and for the momentum behind software-powered voice.”

 

Terms of the agreement also have Aspect building professional services and systems integration for Microsoft’s unified communications software. This will enable deployment, customization and management of Office Communications Server in Aspect's contact centers, including software-powered voice, instant messaging, presence, and conferencing.

 

Aspect also plans to enhance the interoperability of its Unified IP with Office Communications Server to include software-powered voice in subsequent releases. With this solution, contact centers can easily escalate customer interactions to different channels — phone, instant messaging, e-mail or conferencing.