Aspect Communications Announces SAP Certification

Out-of-the-box integration between SAP solutions (starting with SAP R/3 Release 4.5 and higher) and Aspect ECS version 5.2 enables richer customer interactions leveraging SAP solution data for faster and more targeted contact centre routing and call handling. Aspect ECS, integrated with SAP Web AS, ships ready for deployment, reducing overall deployment time and cost. Completion of SAPs certification process helps ensure a more streamlined implementation and integration process for users of both Aspect ECS and mySAP technology-based solutions. A key benefit of integration between the solutions includes the automatic availability of SAP customer data in real-time via screen pops on a unified agent desktop, reducing call handle times and costs. Additional benefits of Aspect ECS include: - Advanced contact centre queuing and skills-based routing linking the most appropriate agent to each customer request; - Customer service segmentation based on comprehensive information related to customer value; - Centralised business rules and administration; and - Integration with existing contact centre telephony infrastructure, including all major switch vendors. Leveraging SAPphone and SAP RFC interfaces, the Aspect ECS integration also allows users of the SAP R/3 software solution and mySAP CRM to integrate with Aspect ECS version 5.2.