Offering new capabilities that build on its comprehensive suite of Workforce Optimization (WFO) solutions, Aspect announced the general availability of Aspect Performance Management 7.
Performance Management provides out-of-the-box consolidated enterprise-wide performance analysis and reporting capabilities. It also improves agent coaching for continuous process improvement and increased retention and maximizes revenue opportunities and customer satisfaction.
While offering a structure for continuous process improvements, Aspect Performance Management 7 helps businesses align their frontline personnel with the contact center. To ensure employees are focused on strategic key performance indicators (KPIs), Aspect improves the capabilities of its applications with its application approach to contact center optimization. By providing a framework that supports the monitoring and analysis of consumer and other influencer discussions in the social domain, the product is also designed to help organizations participate in social media activity.
“Performance management has become a critical function within the contact center, moving well beyond simple score carding and reporting to create a successful methodology for improving customer satisfaction, service delivery, agent retention, and increasingly, sales outreach," said Brett Williams, director of product management for Aspect, in a press release. "The impact of this release is magnified when its key elements are coupled with other capabilities in Aspect's workforce optimization applications.”
Allowing greater insight into key metrics that can be addressed to more effectively support corporate goals for improved customer contact, Performance Management 7 easily plugs into Aspect's existing industry-leading workforce management product. To allow organizations to quickly start the performance management process, security is synchronized between the two components to reduce administrative time with this release.
In May 2010, the company announced the availability of Aspect Workforce Management version 7.3, a workforce optimization system based on its PerformanceEdge software platform. This new workforce management release features better scheduling features besides enhanced productivity via its unified communications-enabled collaboration capabilities. Organizations will be able to leverage this new functionality to derive maximum benefit from enterprise knowledge workers like back office employees to improve customer service.