Contact Center Solutions Featured Article

Amazon's Ring Adopts Aspect WFM Solution

April 26, 2018

Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for more than 1,000 customer service agents at the home security company, which tech giant Amazon acquired earlier this month.

“Home security and neighbor (what we call our customers) peace of mind are paramount with Ring. Our mission as a company is to reduce crime in neighborhoods by keeping residents connected to their homes, their families, and their neighbors,” said Jamie Siminoff, Founder and CEO of Ring. “Part of creating that feeling of safety is the community support we provide. Our investment in Aspect Via WFM will help improve our team member’s engagement and efficiency, empowering the team to provide the best community support possible.”

Aspect Via WFM will enable Ring to improve its workforce management efforts across all channels by forecasting and scheduling back office, inbound, outbound, and blended resources. It provides automated shrinkage calculation, supports omnichannel communications, features a widget-based user interface, and allows for unlimited what-if scenarios.

This WFM solution from Aspect runs on Amazon Web Services. Because it lives in the cloud and is offered via the as-a-service model, Aspect Via allows for easy scalability, low total cost of use, and rapid implementation.

“Ring’s investment in best-in-class cloud solutions shows their commitment to a great customer experience,” said Mike Bourke, SVP and General Manager, workforce optimization at Aspect Software. “Aspect Via WFM truly changes the game for both agents and supervisors, while also providing a more rapid time to value. We are very excited to partner with Ring to help them create a new level of agent experience and engagement that will improve an already stellar customer experience.”

Edited by Maurice Nagle