WESTFORD, Mass., 21 February 2007—Aspect Software, Inc., the world’s largest company solely focused on the contact center, and more than 20 of its customers using Aspect® eWorkforce Management™ software, including AOL, Accenture Business Services for Utilities, Carnival Cruise Lines, ICE Gallery and Nevada Power, will be presenting educational sessions at the 2007 Summit for Workforce Management Excellence starting today through Friday, Feb. 23, at the Gaylord Opryland Hotel in Nashville, Tenn. The annual conference of the Society of Workforce Planning Professionals (SWPP), which is devoted to facilitating education and networking opportunities among workforce planners across all industries, addresses standards and strategies for call center staffing.
Also during the conference, Melissa Fernandez, customer contact team leader for Nevada Power, will be honored as a finalist for SWPP’s 2007 Workforce Management Professional of the Year Award. Having convinced skeptical budget planners and union representatives of the value of workforce management automation, Fernandez led her team in using Aspect eWorkforce Management to achieve huge cost savings from improved agent schedule adherence and real-time performance.
Aspect eWorkforce Management, which received the 2006 TMC Labs Innovation Award, Customer Interaction Solutions Magazine’s CRM Excellence Award and the Frost & Sullivan Growth Strategy Leadership Award for the Global Workforce Management Market, is from the Aspect Contact Center Performance Optimization product line. The solution enables companies to plan, manage and optimize the performance of multiskilled, multichannel, multisite and outsourced staffing resources to maximize profits and customer satisfaction, reduce staffing costs and turnover, deliver superior customer service and improve overall contact center performance to better meet business goals.
For more information about the 2007 SWPP Summit for Workforce Management Excellence and specific session dates and times, visit http://www.swpp.org/annualconference.html.
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 trusted Signature product line offers automatic call distributors (ACDs), dialers, voice portals and computer telephony integration (CTI). The company’s leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and interaction optimization applications. And, its pioneering Unified IP Contact Center product line delivers a comprehensive, multichannel 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, 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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