Beta Users Praise Intuitive Navigational Functionality and Data-Manipulation Capabilities of Software that Industry Analyst Says ‘Demonstrates Brain and Brawn behind This Contact Center Giant’
WESTFORD, Mass., July 25, 2006-Aspect Software, Inc., the world’s largest company solely focused on the contact center, announced today that Aspect® eWorkforce Management™ now has a redesigned user interface for easier navigation, offers enhanced support for outbound and blended contact center environments in addition to its existing inbound support and is available in four new languages: Simplified Chinese, Traditional Chinese, Korean and Japanese. The new version, Aspect eWorkforce Management 7.0, was made generally available June 30.
The enhanced outbound support in Aspect eWorkforce Management 7.0 includes a sophisticated algorithm that ensures that the right number of agents are scheduled to handle the predicted outbound and blended workload to help maximize the number of contacts made and revenue generated. It produces accurate staffing forecasts based on contact completion information, blending rules and standard staff group parameters. Customized data regarding campaign size and passes can also be used. The software effectively tracks schedule performance, including offered and handled contacts and contact handle time, so that real-time adjustments can be made quickly and easily.
"With the release of Aspect eWorkforce Management 7.0, Aspect Software leads an elite group of solutions providers able to offer comprehensive forecasting, scheduling and adherence combined with performance and quality management in a single performance optimization product suite designed for inbound, outbound and blended contact centers,” said Paul Stockford, president and chief analyst of Saddletree Research. “Combined with a new look and feel that enhances the already intuitive user experience of eWorkforce Management, Aspect is clearly demonstrating that there is brain as well as brawn behind this contact center giant.”
Beta users of Aspect eWorkforce Management 7.0 have reported being able to accomplish daily workforce management tasks faster than ever before because of the software’s new navigational functionality and data-manipulation capabilities that make using it so instinctive. They also anticipate additional benefits to be gained from rolling the software out across geographic boundaries to Asia-Pacific contact center operations due to the staffing solution’s added support of the Chinese language.
In addition to Simplified and Traditional Chinese, Aspect eWorkforce Management 7.0 is available in Korean, Japanese, French, German, Spanish and English.
“Regardless of the type of operation or how complex its environment or its physical or virtual configuration, Aspect eWorkforce Management offers a solution for every contact center staffing need,” said Robert Kelly, vice president of performance optimization at Aspect Software. “Version 7.0 enables contact centers to accurately plan, strategically manage and optimize their staffing resources across all environments, whether in-house, outsourced, single-site, multisite, multiskill, multichannel, inbound, outbound or blended. Aspect eWorkforce Management has it all covered.”
According to industry analysts, Aspect eWorkforce Management is the market-leading workforce management solution for contact centers. Prior accolades include Frost & Sullivans’ Growth Strategy Leadership, Market Leadership, Marketing Engineering Brand Awareness Development and Market Engineering Product Differentiation awards; TMC Labs Award for Innovation in Workforce Productivity; Product of the Year awards from Communications Solutions, Customer Interaction Solutions, Call Center, Call Center Solutions, Call Center News Service and CTI trade publications; TeleProfessional Magazine’s “Best of the Best” for Exceptional Product Value; Call Center Magazine’s Editors’ Choice; CRM Magazine Service Leader; ICCM Best of Show; and ContactCenterWorld Members’ Choice for Best Workforce Management Solution.
About Aspect Software
Aspect Software, Inc., the founder of the contact center industry, is the world’s largest company solely focused on providing proven, innovative contact center products and services that enable the key business processes of customer service, collections, and sales and telemarketing. Each day, thousands of in-house and outsourced contact centers around the globe conduct more than 125 million customer interactions using Aspect Software products. We believe in using the power of technology to positively transform the customer-company experience. That belief has led us to accept the challenge of developing the world’s most reliable automatic call distributors (ACDs), most trusted dialers, most widely used and respected workforce management (WFM) solutions, most flexible voice self-service systems and the industry’s first and most comprehensive unified, multichannel contact center solution. Headquartered in Westford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com .
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Aspect, Aspect Software and eWorkforce Management are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.