Workforce Management Featured Article
Aspect Unleashes Aspect Workforce Optimization Version 20
The contact center is under increased pressure to stand and deliver these days. Since shedding the office, there are myriad obstacles presented to organizations and their staff in maintaining an excellent standard of product, services and support. Thankfully, for customer service there’s the cloud contact center.
Touting a redesigned and enhanced workforce mobile user interface, more rapid and user friendly access to performance reporting and public cloud integrations Aspect unveiled Version 20 of Aspect (News - Alert) Workforce Optimization
In addition to the abovementioned improvements, Aspect made the new release with extended cloud functionality like standardized interfaces for cloud contact center platforms like NICE inContact, Twilio Flex or Five9 (News - Alert); simplified data migration and boosted Microsoft Azure cloud scalability to 15,000 users – matching current AWS cloud capacity.
Team members can easily manage notifications from mobile or desktop, and can easily manage the interface for optimal productivity. Heat maps offer management the ability to instantly identify agent performance levels, to then tailor training and coaching or deliver honors.. Version 20 boasts more robust AI features to address schedule agility.
“Now, more than ever, Contact Center services are in high demand as consumers drive virtually everything online. Going to 'the office' has new meaning, and agents need to be enabled working from anywhere,” said Michael Harris (News - Alert), Chief Marketing Officer at Aspect. “Our new WFO version 20 answers the call.”
What’s in your contact center?
Edited by Maurice Nagle
