Call center software is working its way into the back office.
Aspect Telecommunications and Active Software announced today that they are partnering to integrate Aspect's front-office call center products into back-office systems like SAP's R/3 using Active's linking software.
Active makes tools for developing links between different systems. Using information brokers, agents, and other middleware tools, Active's software routes and queues data between systems along the same network.
Under the terms of the agreement, Aspect is to user Active's Commerical Adapter Development Kit to develop an Open Meida Adapter for Active's integration systems. This adapter can then be used by customers to link the call center to back-office asset management applications, billing systems, or other operations.
The idea is to allow call center managers tap into transaction software to make billing and shipping inquiries or into a data warehouse or other system to improve customer service.
It is to be available by year's end.