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Aspect Communications Corporation and Expertcity Inc. Partner to Offer Remote Access for Web CollaborationContact Center Representatives Can Drive Customer Desktops for Rapid Resolution of Support and Service IssuesSAN JOSE, Calif., Dec. 5 / -- Aspect Communications Corporation (Nasdaq: ASPT - news), the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue, and Expertcity Inc., the leading provider of Web-based remote- access and customer support technologies, today 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.'' About Expertcity Inc. Expertcity is the leading provider of Web-based remote-access and customer-support technologies. Its award-winning screen-sharing technology is used by tens of thousands of customers, including Sun Microsystems, Microsoft Great Plains, MicroWarehouse, Colgate-Palmolive, Intuit, Honeywell, Autodesk, Cablevision, Ikon Office Solutions, Hewlett-Packard's Bluestone Division, RightNow Technologies, Ball Corporation, Darden Restaurants, Ceridian Corp, MapInfo, DecisionOne, CompUSA, Witness Systems and Cox Communications. Expertcity offers two products: DesktopStreaming is an application service that allows enterprises to remotely assist their users with technical support, and GoToMyPC enables both professional users and enterprises to remotely access and work on their PCs from any Internet location. The company has received numerous awards, including recognition as a Top 100 Site from PC Magazine, the Outstanding Innovation in Technology Award from the International Telework Association and Council, Forbes Favorite from Forbes.com Best of the Web, Category Breaker Award 2001 from Network World and CNET Editors' Choice award. Founded in 1999, Expertcity is financially backed by Sun Microsystems, CNET, Bertelsmann Ventures and SoundView Ventures. Headquarters are located in Santa Barbara, Calif. About Aspect Communications Aspect Communications Corporation is the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue. Aspect is the trusted mission-critical partner of 76 percent of the Fortune 50, daily managing more than 3 million customer sales and service professionals worldwide. Aspect is the only company that provides the mission-critical software platform, development environment and applications that seamlessly integrate voice-over-IP, traditional telephony, e-mail, voicemail, Web, fax and wireless business communications, while guaranteeing investment protection in a company's front-office, back-office, Internet and telephony infrastructures. Aspect's leadership in business communications solutions is based on more than 16 years of experience and over 7,600 implementations deployed worldwide. The company is headquartered in San Jose, Calif., with offices around the world, as well as an extensive global network of systems integrators, independent software vendors and distribution partners. For more information, visit Aspect's Web site at http://www.aspect.com or call 877-621-3692. All statements in this release that involve Aspect's forecasts, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements, which are based on information available to Aspect at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the uncertainty of demand for Aspect products; the anticipated customer benefits from Aspect products; increased competition and technological changes in the markets in which Aspect competes; Aspect's abilities to manage growth; intense competition for qualified employees; and other risks detailed from time to time in the company's filings with the Securities and Exchange Commission, including Aspect's annual report on Form 10-K and Aspect's quarterly reports on Form 10-Q. Aspect assumes no obligation to update information concerning its expectations. NOTE: Expertcity.com, Expertcity, DesktopStreaming and GoToMyPC are trademarks of Expertcity Inc. Other product and company names may be trademarks, registered trademarks or service marks of their respective owners. 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. SOURCE: Aspect Communications Corporation Editorial Contact: Shannon Kelley Expertcity.com 805-690-6448 shannon@expertcity.com top of page |
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