Aspect Communications Partners with eStara for Live Voice-over-the-Internet
eStara's sound quality and unique service model make implementation easier and affordable for Aspect Web Interaction customers
June 18, 2001 - SAN JOSE, CA & RESTON, VA - Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of contact servers for managing customer transactions across all communication channels, and eStara Inc., the voice of eBusiness, today announced a partnership that will 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 high-quality sound. The calls are delivered over the Internet just like "normal calls" coming from 800 numbers or Direct Indial numbers (DIDs).
As a result of the Aspect/eStara partnership, businesses can quickly, affordably and easily add live voice over the Internet to meet the demand. Contact center agents using Aspect Web Interaction will enjoy fully integrated Web communications. These integrated communications accelerate the communications flow by combining the power of live voice with the visual presentation of information on the Web, which Aspect's Web Interaction provides.
Contact center efficiencies gained by the integration of eStara and Aspect Web Interaction solutions also include the ability to:
- Reduce contact handling time by pushing Web pages while talking and
- Reduce contact handling time by enabling agents to initiate Web calls quickly with customers engaged in text chat or Web co-browsing sessions.
“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."
"Partnering with Aspect was an easy decision. Within the constellation of customer contact methods, the immediacy and convenience of live voice communication makes Web voice an emerging customer favorite," said John Piescik, eStara senior vice president for strategic initiatives. "We are pleased that Aspect selected us to be a premier Web voice partner."
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.
About Aspect Communications
Aspect Communications Corporation is the leading provider of customer relationship portals, contact servers for managing dynamic customer contact transactions across all wired and wireless communication channels. The Aspect Contact Server (formerly named Aspect Portal) allows businesses to manage all customer contacts dynamically and turn them into relationships, opportunities and loyalty. Aspect is the only company today that delivers a complete multichannel contact center‹the core of any company's CRM strategy. Aspect's contact server synchronizes all customer contact points, including live and self-service, with demonstrated customer return on investment. Aspect's leadership in CRM is based on more than 15 years of experience and over 7,600 implementations deployed worldwide. Aspect powers 78 percent of the Fortune 50. The company is headquartered in San Jose, Calif., with offices in major cities around the world. For more information, visit Aspect's Web site at http://www.aspect.com or call 1-877-621-3692.
Aspect, the Aspect logo and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.
About eStara
eStara, headquartered in Reston, Va., gives the power of voice to eBusiness with OneClick Contact Web voice solutions. OneClick Contact lets online customers talk directly with call center agents over the Internet with the click of a button. eStara 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. eStara Web voice users include J.Crew, Allfirst Bank and the NHL's Washington Capitals. eStara won Internet Telephony Magazine's Editors' Choice Award for 2001. Experience the quality of eStara Web voice at www.estara.com
OneClick Contact is a service mark of eStara Inc. All trademarks, trade names and service marks mentioned herein belong to their respective owners.
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