Workforce optimization capabilities - workforce management, quality management, campaign optimization and performance management - enable you to consider everything impacting performance, like agents, knowledge workers, business processes, customers and systems, and take immediate, effective, and measurable action.
Aspect consolidates workforce optimization capabilities for the contact center into a single, IT-ready standards-based software platform to turn the potential of Microsoft unified communications (UC) into real business results across the enterprise and in the call center. UC applications powered by PerformanceEdge® offer a brand new way to use software to target particular business issues by delivering a specific combination of capabilities.
Software-powered UC applications are the next generation technology required to meet the operational goals of call centers and the back office. These applications directly address the challenges and expense associated with the previous generation of proprietary, siloed and hardware-intensive computer telephony integration (CTI) architectures. They enable you to:
- Transform your communications enabled business processes to improve top- and bottom-line results
- Reduce administrative overhead
- Decrease annual maintenance
- Improve agent and knowledge worker productivity and effectiveness
- Enhance agent resource allocation
Customer Service
Collections
Sales & Telemarketing
Other Industries
Outsourcers and Application Service Providers (ASPs) learn more about the value that UC applications for the contact center can provide to outsourcers and ASPs.
Government organizations understand how UC applications for the contact center will enable government agencies to provide enhanced services to constituents.