CHELMSFORD, Mass., 23 October 2007 – The PerformanceEdge Group of Aspect Software, the world’s largest company solely focused on the contact center, today announced new and enhanced workforce management functionality for PerformanceEdge™. Aspect® eWorkforce Management™ 7.1 now provides contact centers with expanded agent scheduling capabilities to better comply with local, regional, and country labor laws. And, the Aspect eWorkforce Management – Analyze II enhancement package now includes pre-packaged performance management features focused on workforce management, automatic call distributor and dialer applications.
“Aspect Software is focused on continually adding increased value to our applications and these enhancements to the market leading workforce management capabilities of PerformanceEdge are strong proof points,” said Bob Kelly, vice president of PerformanceEdge group at Aspect Software. “Expanding work rule capabilities is important because there are so many local labor laws around the globe, it’s essential that contact centers are able to easily comply with those requirements. In addition, in today’s increasingly competitive environment it is critical that managers are able to measure how the contact center is performing and take immediate action that improve business results. These enhancements are two great examples of how PerformanceEdge continues to bring increased value to businesses.”
The expanded localization capabilities of Aspect eWorkforce Management 7.1 allows contact centers worldwide to use new flexible work rules and equity scheduling capabilities to effectively manage their unique staffing environments. In addition, the application now includes improved agent schedule management using drag-and-drop schedule editing and a schedule trade bulletin board. This new functionality gives users more power to manage workforce data and daily operations because it is easier for contact center managers to customize the solution to best fit their individual workforce management requirements.
The new performance management functionality of the Aspect eWorkforce Management – Analyze II enhancement package includes a coaching form, dashboards and out-of-the-box key performance indicators (KPIs). There is also an option for customers to add six agent related metrics, such as quality scores, revenue, first call resolution, or promises to pay made per hour. These can come from systems other than Aspect eWorkforce Management.
“In order to meet our strategic objectives, it has become increasingly important to manage performance based on real-time data and then set goals and incentives based on the actual individual and team results,” said Adelina Petrov, director of sales and operations analysis at International Cruise & Excursions, Inc. (ICE) “Leveraging the Analyze II enhancement package of Aspect eWorkforce Management is allowing us to save a tremendous amount of supervisors’ time in tracking and managing performance.
Added Petrov, “The dashboards help us deliver all KPIs right to the agent desktop. This provides improved efficiency and enables our agents to directly view their own scorecards, without depending on the supervisor data manipulation and communication. Our agents are excited to have such a tool that allows them to know their strong and weak points at any given time and take action to reach their objectives. And, the coaching form is very useful as it tracks performance alongside the amount of coaching sessions.”
PerformanceEdge offers existing integrations to all leading ACDs and predictive dialers, including those from Avaya, Cisco, Nortel, as well as Aspect Software. The solution also includes integrations to customer relationship management (CRM) systems and other back office solutions allowing organizations to leverage a complete range of information about their company-customer interactions. PerformanceEdge consolidates data on agent performance, response times, average handle times, call recordings and campaign metrics, empowering managers to make decisions that lead to better operational efficiency and agent effectiveness with optimal resources.
About PerformanceEdge
PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals. For more information, visit www.performanceedgesuite.com.
About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP™ Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge™, the industry’s first fully synchronized contact center optimization suite, combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company’s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, 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, PerformanceEdge, eWorkforce Management and Aspect Software 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.
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