Aspect UC Applications For The Contact Centre Leverage VMware

Aspect, a UC solutions provider, has announced that its UC applications for the contact centre now offer virtualisation capabilities through VMware. This allows multiple UC applications to run in parallel as virtual machines, enabling more applications to run on a smaller footprint. As a result, users can lower server utilisation, reduce capital and maintenance expenses, and take advantage of smaller physical footprints.

“We know that improving efficiency and reducing IT complexity is a very high priority for our customers. Aspect has a number of customers using VMware today with great results. Any organisation that requires scalability, multi-tenancy and UC capabilities for the call centre will benefit from our UC applications leveraging VMware,” said Serge Hyppolite, director of interaction product management at Aspect. “In particular, companies like outsourcers and enterprise-size contact centres can run a UC application like ‘Blended Interaction’ while simultaneously using the full capabilities of ‘Productive Workforce’ to manage hundreds of agents and improve productivity.”

UC applications with VMware offer a number of benefits. Aspect customers can now run multiple UC applications on the same physical server. As a result, the UC applications offer increased capacity by moving virtual machines to larger resourced physical machines. Customers can also minimise their physical server footprint by configuring UC applications in VMware environments. UC applications do not take up as much physical space in a VMware environment as they do in a non-VMware environment.

VMware helps with tenant management for the UC applications in a hosted environment. There is no disruption of active users when other tenants are added or removed from the system. VMware also enables control of system resources each tenant should receive and allows for flexibility of deployment as the number of active tenants changes.

A call centre can also utilise VMware High Availability features, which can re-start a single instance of the software on a second VMware server if one server fails.