Workforce Management Featured Article
Cloud Contact Centre v19 Announced
The latest version of Aspect (News - Alert) Software’s Cloud Contact Centre offering has been announced. With the release of version 19, agents and supervisors are empowered with real-time insights, omni-channel email search, analytics and so much more to make communications with customers better than they’ve ever been.
The solution, which is built on the Aspect Via platform, makes use of real-time insights and can make agent skill sets with each calls requirements so someone best suited to handle each customer engagement is assigned to the contact.
For call center managers, these new tools provide support for better scheduling adherence and assistance with improving performance in the call center.
New features included with the latest version of the Cloud Contact Centre as a Service system are:
- An integrated WFM mobile app
- Omnichannel email search, monitoring and reassignment
- Better rule precision as well as more granular compliance auditing. This can be based on customer consent and preference, combined with callback and exclusion controls.
- Microsoft (News - Alert) LUIS Natural Language Understanding (NLU) support
- Hotspot Analytics for actionable developer insights to tune chatbots/IVR
- Tools for performance management coaching, gamification rewards and more
- Additional APIs for Salesforce.com (News - Alert), Dynamics and other integrations
- Scalability improvements including support for enterprise level call centers having over 5,000 simultaneous agents
- TLS/SRTP Encryption Technology to secure agent phones and remove the need for dedicated VPNs.
In addition to new features, the latest version was also designed with a modern user interface to make interactive and intuitive use of the controls fast and easy for employees so they’re always performing at their best.
Michael Harris (News - Alert), Aspect CMO commented on the milestone launch of the latest version saiying, “This release offers new enterprise-class features to our cloud customers that require management and optimization of contact centers with thousands of agents.”
“Our customers are our lifeblood and we intend to continue prioritizing their unique feature, scalability and platform requirements into future releases.”
Edited by Maurice Nagle
