October 21, 2014
Aspect Workforce Management Solution Selected by Stefanini
By Rahul Arora
Aspect (News - Alert) Software, a provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, recently announced that its Workforce Management solution has been selected by Stefanini, an IT services company specializing in IT infrastructure outsourcing and onsite managed services for global clients, to improve customer service.
Aspect Workforce Management allows companies to accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources. Making the right decisions means taking into account skill level, scheduling constraints, regulatory labor restrictions as well as demand and service level objectives. The solution provides agents a modern, intuitive, graphical user interface with the same look and feel as other Aspect workforce planning software solutions, which significantly improves agent productivity and optimizes the benefits of a unified WFO solution.
"We are delighted that Stefanini has chosen the WFM solution from Aspect," comments Ruud Loppies, Director Benelux and Denmark at Aspect Software. "By using this technology, the company benefits from detailed employee schedule planning that perfectly fits into the customer demands. Having the right agent available at the right time who helps customers in the right way increases customer experience and loyalty. Stefanini's renewed choice of Aspect underlines the trust that Aspect has built with Stefanini during the long lasting relationship and the value that the company has derived from the Aspect solutions."
In related news, Aspect Software recently announced that Monitronics (News - Alert), one of the nation's largest and fastest-growing home security alarm monitoring companies, selected Aspect Workforce Management to help manage their contact center personnel, enabling the company to react in real-time to the changing demands of their customers.
The Aspect Workforce Management solution helps them to identify gaps and trouble spots throughout any given day and any given hour. This is important because it allows Monitronics to literally measure, calculate, and forecast trending service level needs, by the hour.
Edited by Maurice Nagle