Contact Center Solutions Featured Article

Aspect Releases Workforce Management 7.5

October 31, 2012

Aspect (News - Alert) Software’s latest Workforce Management platform is out, and version 7.5 provides an improved and streamlined environment for contact center agents, as well as better control for supervisors. Companies can improve the experience their customers receive by creating a better work environment and customer interaction, which helps both the agents and the consumers alike.

In a recent survey from Forrester (News - Alert) Consulting, it was found that 73 percent of respondents consider technology to play a big part in their customer experience strategy, while nearly half of them said their contact center strategy is incredibly important.

As such, Workforce Management 7.5 is made with a focus on both of those, providing the technology to help contact centers help customers to their fullest.

Workforce Management 7.5 offers self-service shift bidding, along with features for supervisors to help the shift bidding approval to motivate their top performers. This not only improves upon Aspect’s WFM platform, but provides flexibility for at-home agents or those with unique schedule requirements – and helps supervisors recognize and reward agents with outstanding performances.

The WFM solution from Aspect works with existing technologies to enable flexible work streams and processes. As such, customers using it have had a 20- to 30-percent improvement in customer service levels, while at the same time reducing agent labor and operational costs.

Workforce Management 7.5 can integrate with nearly any contact center’s interaction management infrastructure, while users of Aspect Unified IP 7.1 (Tiger Shark) will also find features such as automatic prerequisite software delivery and robust patching capabilities can lower their total cost of ownership.

Among the other features offered are expanded intraday shrinkage analysis, dynamic productivity analysis, and supervisor mobility, handling many of the challenges contact center managers have to face.

“As a market leader in workforce management solutions, the enhancements to the Workforce Management 7 family allow us to continue offering flexible, enterprise-wide technologies for next-generation customer contact while addressing the evolving needs of our customers,” says Spence Mallder, senior VP and general manager of the Workforce Optimization division, as well as chief technology officer at Aspect. “With the recent release of Unified IP 7.1 (Tiger Shark) and this release of Workforce Management 7.5, Aspect is providing our customers with the tools to offer exceptional customer experiences.”

Aspect has once again proven its dedication to its customers by continuing to improve upon its Workforce Management platform. Contact centers will be able to benefit greatly from all that it provides, and consequently, so will all their customers.




Edited by Braden Becker

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