November 08, 2012
Aspect Software Launches New Version of Workforce Management
By Anshu Shrivastava
Provider of customer contact and enterprise workforce optimization, Aspect (News - Alert) Software has announced the launch of Workforce Management 7.5, an advanced, integrated workforce management product and the newest iteration of the Workforce Management 7 platform.
Aspect Workforce Management Software delivers seamless enterprise engagement through advanced forecasting, scheduling, tracking, adherence monitoring, and seat planning capabilities.
Leveraging the new version of Workforce Management, companies can improve the customer experience as they can create a better and more streamlined work environment for contact center agents. In addition, they have better control over interaction outcomes for supervisors, which in turn deliver improved consumer interactions.
Improving upon Aspect's WFM platform, Workforce Management 7.5 offers self-service shift bidding coupled with features for supervisors to use shift bidding approval strategies to incentivize top performers.
In addition to providing more flexibility for at-home agents who have unique scheduling requirements, it also provides the ability to reward and recognize agent achievements, company officials said.
“Aspect Workforce Management allows our management team to focus more on training, problem solving, and delivering the best customer service possible, instead of spending a large portion of their time on schedules and hours, and communicating across multiple work sites,” said Seth Ettwein, manager for call center work force planning at Alaska Airlines.
The new version of Workforce Management integrates easily with virtually any contact center's interaction management infrastructure. Moreover, its features, such as automatic prerequisite software delivery, robust patching capabilities and streamlined silent installation that reduce deployment time and resources, lower the total cost of ownership for Aspect Unified IP 7.1 (Tiger Shark).
“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,” said Spence Mallder, senior vice president and general manager of the Workforce Optimization division and chief technology officer at Aspect.
With Workforce Management 7.5’s enhanced features, contact center managers can address challenges and deal with them, easily. Company officials said that the features enable them to remotely analyze intraday shrinkage at any time, determining if agents are working as expected and calculate statistics and allocate intraday performance forecasts in one operation.
Thanks to the new version, contact center managers can now reveal agent trends across time and team with a new dynamic analysis view of agent productivity information, providing a better understanding of what is not working through root cause analysis.
Company officials said that these managers can also manage workforce from anywhere with easy integration with Aspect Workforce Mobile, a customizable mobile application for supervisors and managers. It provides immediate access to both Aspect Unified IP and Aspect Workforce Management systems via a mobile device.
Earlier in September, Aspect launched its Unified IP 7.1 product, which is an extension of the Unified IP 7 family that powers Aspect’s multichannel interaction solutions for customer contact.
Edited by Brooke Neuman