Improved agent engagement through a single, intuitive user
interface that is common to all WFO components and accessible via
familiar mobile devices
Significant technological and usability enhancements to Aspect’s
industry-leading recording and quality management solution
New cloud enablement features help create a complete cloud WFO
ecosystem with some of the richest features in the industry
PHOENIX--(BUSINESS WIRE)--Aspect Software, a leading provider of fully-integrated consumer
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engagement, workforce
optimization, and self-service
solutions, today announced the general availability of Aspect EQ
Workforce Optimization (WFO) 8.2. Enhancements include new gamification
features, highly accurate labor forecasting for non-voice channels, and
tighter integration among WFO components to keep the contact center
operating at peak efficiency. Aspect EQ WFO 8.2 includes workforce
management, performance management, quality management, recording,
coaching, surveys, speech and text analytics, desktop analytics, back
office optimization and active assignment solutions.
“Since the release of WFM 8 two years ago with its stand-out icon and
widget-based UI, Aspect has made remarkable progress converting our
entire WFO portfolio to a sleek, graphically-rich user interface that is
second to none in the marketplace,” said Mike Bourke, Senior Vice
President and General Manager of Workforce Optimization at Aspect. “The
8.2 release enhances the depth and breadth of the Aspect EQ WFO suite
with market-leading features that demonstrate Aspect’s commitment to
being a top WFO provider.”
Over 70 percent of contact center executives think that a better
software UI can improve productivity and morale according to a
just-released Aspect agent experience report with Pelorus Research.
Consistent with these findings, Aspect customers who have upgraded to
the WFO 8 platform have reported notable improvements in agent morale
and agent efficiency.
Blended staff across channels - Aspect EQ Workforce Management
8.2 transforms the way the customer experience should be measured and
managed with its new patent-pending models for forecasting and
staffing in omni-channel contact centers. 8.2 includes the unique
ability for contact centers to accurately blend staff across all voice
and digital channels, creating smooth channel transitions.
Speech analytics integrated with quality management - Aspect EQ
Quality Management 8.2 now includes sophisticated speech analytics in
the thin client WFO 8 UI - available directly from the Quality
Monitoring evaluations page - to easily perform automated
categorization of interactions as well as ad hoc searches on
interactions using key words.
Enhanced gamification capabilities - Aspect EQ Performance
Management 8.2 now includes: the badging component of its native
gamification portfolio; an Aspect Unified IP interface to extract over
150 metrics and KPIs about calls, agents and services resident in UIP
for analysis; and multi-tenancy enhancements.
Aspect WFM 8.2 and APM 8.2 are available now. Aspect AQM 8.2 will be
available in June. For more information on WFO 8.2 and workforce
optimization solutions please visit http://www.aspect.com/solutions/workforce-optimization.
About Aspect
Aspect’s fully-integrated solution unifies the three most important
facets of modern consumer engagement strategy: customer interaction
management, workforce optimization, and back-office. Through a full
suite of cloud, hosted and hybrid deployment options, we help the
world’s most demanding contact centers and back offices seamlessly align
their people, processes and touch points to deliver remarkable customer
experiences. For more information, visit www.aspect.com.
Follow Aspect on Twitter at @AspectSoftware.
Read our blogs at http://blogs.aspect.com.
Aspect and the Aspect logo, are either trademarks or registered
trademarks of Aspect Software, Inc. or Voxeo Corporation 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.
Contacts
Aspect Software