Aspect® Unified IP® 7

Aspect Unified IP 7 is a next generation contact center solution that:

Supports what you need today, and for the next generation of customer contact in the future.

Leverages unified communications infrastructure and collaboration software to break down communication silos in the contact center and across the enterprise for customer service, collections and sales.

Offers a complete set of contact channels, including SMS and IM, to support your consumer demands by providing their channel of choice and delivering a rich, consistent customer experience.

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Aspect® Unified IP® Inbound Capabilities

Advanced Call Routing— DNIS, ANI, Data Directed routing— Longest idle, Terminal, Circular routing— Multi Dimensional Skills-based routing— Multi Site Post Call Routing— Dynamic Prioritization

Intelligent Queue Management— Wait-time & Queue Position Notification— Queue Optimization— Music on hold— Service Voice Mail— Abandoned Call Recuperation— Voice Mail

Agent Empowerment— Inherent Screen Pop— Individual Agent and Group Level Callbacks— Multichannel blending— Park State— Agent on Demand— Manual Accept— Ask an Expert functionality with integration

to Microsoft Lync

QualityManagement

Voice Portal

InternetContact

DialerUnified:Administration

ReportingWorkflow

Open IPClosed IP

TDM

ACD

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Aspect® Unified IP® Voice Portal Capabilities

Interactive Voice Response DTMF and VoiceXML based IVR Automated Attendant, ODBC and Host Connectivity Multi Language prompts

Intelligent Contact Management Email and Web Chat scripting Advanced Intelligent Routing Callback and Exclusion Management

Multi Media Script Designer Visual Scripting workspace Script Debugger, Emulator and Offline Design

Advanced Voice Portal VoiceXML based TTS and ASR VoiceXML Sub Dialog, VoiceXML Freeform VoiceXML 2.0 and 2.1 certified Nuance RealSpeak, OpenSpeech Recognizer

QualityManagement

InternetContact

DialerUnified:Administration

ReportingWorkflow

Open IPClosed IP

TDM

Voice Portal

ACD

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Aspect® Unified IP® Outbound Dialing Capabilities

Best In Class Dialing Functionality— Automated Dialing (line to agent ratio)— Blaster Dialing (agent-less mode) — Preview, Timed Preview (Progressive)— Predictive Dialing— Precision Dialing (compliance)— Industry leading call analysis and AMD

Outbound Campaign Management— Advanced List Management— External ODBC Table Dialing— Dynamic Record Feed Interface— Scripting and Desktop automation with LYRICall— Advanced Pacing Controls

Advanced Features— Outbound IVR— Quota Control— Agents in multiple outbound campaigns— Dynamic List Management— Agent Account Ownership— Scheduled Callback (Agent/Service)— Exclusion (Do Not Call) Management— Skills routing

QualityManagement

InternetContact

Unified:Administration

ReportingWorkflow

Open IPClosed IP

TDM

ACD Dialer

Voice Portal

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Aspect® Unified IP® Internet Contact

Web Chat & Collaboration— Web Chat— Web Collaboration (agent, customer led)— Web Call me, Web Callback— Chat Recording and Monitoring— Agent Assist - Knowledge Base access

Email Management— Auto Response— Confidence Level Control— Auto Acknowledgement— Assisted Response with Suggestions

Knowledge Base— FAQ

— Natural Language Processing

— Microsoft SQL Server

QualityManagement

Unified:Administration

ReportingWorkflow

Open IPClosed IP

TDM

ACD

Voice Portal

InternetContact

Dialer

©2010 Aspect Software, Inc. All rights reserved.5

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Aspect® Unified IP® Quality Management Capabilities

Logging & Recording— Voice, Web Chat and Web Collaboration recording — On Demand Recording (agent, supervisor, script)— Compliance Recording (100%, based on rules,

schedule)

Quality Monitoring— Silent Monitoring, Coaching, Barge-In— Voice, Web Chat & Collaboration Monitoring— Remote Monitoring— Screen Monitoring and Recording— Agent Performance Scoring and Analysis

Recording Management— Search by time range, size, user data— Large Capacity Storage & Compression— Offline Archival (e.g. DVD)— Recording Export, Email and Security

Unified:Administration

ReportingWorkflow

Open IPClosed IP

TDM

ACD

Voice Portal

InternetContact

Dialer

Quality Management

©2010 Aspect Software, Inc. All rights reserved.6

Enterprise Intelligent Routing

Enterprise Intelligent Routing (IP NIQ) Queue and route your inbound calls

across multiple Aspect Unified IP systems in your enterprise

Enterprise Routing between Aspect Unified IP and Aspect CallCenter ACD systems

Select and reserve the best skilled agent no matter what site or system that are logged into

Advanced Skills Based Routing Dynamically adjust skills and call

priority in real-time Control on a call-by-call basis what

groups of which resources to queue the call to

Ensure high-touch interactions by routing the caller to the last person they spoke too

©2011 Aspect Software, Inc. All rights reserved.19

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Aspect® Unified IP® Quality Management Capabilities

Logging & Recording— Voice, Web Chat and Web Collaboration recording — On Demand Recording (agent, supervisor, script)— Compliance Recording (100%, based on rules,

schedule)

Quality Monitoring— Silent Monitoring, Coaching, Barge-In— Voice, Web Chat & Collaboration Monitoring— Remote Monitoring— Screen Monitoring and Recording— Agent Performance Scoring and Analysis

Recording Management— Search by time range, size, user data— Large Capacity Storage & Compression— Offline Archival (e.g. DVD)— Recording Export, Email and Security

Unified:Administration

ReportingWorkflow

Open IPClosed IP

TDM

ACD

Voice Portal

InternetContact

Dialer

Quality Management

©2010 Aspect Software, Inc. All rights reserved.8