COMPANY PRESS RELEASE: Aspect Communications Corporation the leading provider of business communications solutions and Expertcity have announced that they have formed an alliance to promote Expertcity’s DesktopStreaming desktop-sharing application with Aspect Web Interaction.
DesktopStreaming allows Aspect Web Interaction users to collaborate in real time with their customers, directly from within the Aspect Web Interaction solution. This new capability enables a contact center representative to escalate a chat or other interactive session, with the customer’s permission, to a shared desktop session and address the issue directly on a customer’s personal computer (PC), decreasing the length of customer support sessions and increasing overall effectiveness and customer satisfaction.
DesktopStreaming is delivered on an ASP (application service provider) basis, eliminating the need for Aspect’s clients to purchase hardware or expend any personnel resources to install the combined Web Interaction/DesktopStreaming solution. In addition, DesktopStreaming is an ultra thin-client, which is launched from Aspect Web Interaction’s chat tool and downloads in seconds. As such, Aspect’s clients can utilize the technology with any PC connected to the Internet.
The technology integration stemming from this partnership will make the Aspect Web Interaction solution even more appealing to companies seeking ways to optimize customer satisfaction through rapid resolution of inquiries while at the same time keeping operational costs down and simplifying the ways in which employees work with customers. The ability to quickly and seamlessly share a remote desktop through Aspect Web Interaction, even via a dial-up connection, is a feature that many of our clients are demanding, said Chris Purpura, Aspect’s senior vice president of worldwide alliances, business and market development. Our extensive investigation of the remote-control market led us to conclude that Expertcity’s DesktopStreaming solution is a high-quality solution offering clear value to our clients.
Aspect has been a client of our flagship DesktopStreaming customer service product for some time, noted John Greathouse, Expertcity’s senior vice president of strategic development and chief financial officer. The integration of DesktopStreaming with Aspect Web Interaction is a natural extension of our relationship. This integration will enable Aspect’s clients to preserve their investments in chat-based customer support, while expanding their effectiveness via seamless desktop sharing. We are always seeking best-of-breed partners who will benefit from our unique remote-control technology. Our thorough research of the contact center market validated for us that Aspect’s highly integrated multichannel contact center solution is a superb fit for our technology.