CHELMSFORD, Mass., 10 April 2008— The PerformanceEdge Group of Aspect Software, the world’s largest company solely focused on unified communications for the contact center, today announced that its customer, Adelina Petrov, director of sales and operations analysis at International Cruise & Excursions (ICE), has won the 2008 Workforce Management Professional of the Year Award from the Society of Workforce Planning Professionals (SWPP). Petrov won the award for successful workforce planning and the implementation of PerformanceEdge™ workforce management capabilities. The Workforce Management Professional of the Year Award recognizes a workforce management professional who has shown outstanding leadership in the industry. Petrov received the honor at the 2008 SWPP Annual Conference on March 27, 2008 in Nashville, Tenn. Petrov made it a top priority to educate the business and financial decision makers at ICE on the value of workforce management strategies and tools, detailing how measuring and improving workforce metrics would translate into reduced costs and increased revenue. Her efforts resulted in the implementation of Aspect® eWorkforce Management™ with its Analyze II performance management package, enabling the company to improve productivity and save $2.5 million dollars in the first year. “PerformanceEdge has received several industry awards, yet it is an even greater pleasure to see our customer praised by the industry for having the foresight to recognize that a robust workforce management tool and a solid performance optimization strategy are necessary to achieve higher revenue, lower costs, and ultimately improve customer satisfaction,” said Bob Kelly, vice president, PerformanceEdge Group at Aspect Software. “Advanced forecasting, scheduling as well as agent empowerment and performance management are critical to every contact center’s optimization strategy. Adelina and the ICE contact center demonstrate that this strategy works and results in improved business results with an excellent return on investment.” About SWPP
The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries. Membership in SWPP is available to all workforce planning professionals and other interested parties from consulting and vendor organizations. Both individual memberships and corporate membership options are available, with full benefits and costs outlined on the organization’s website at www.swpp.org. 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. Inbound, outbound and blended contact centers can now more easily control costs, enhance service levels, align performance with strategic goals, and extend those benefits into the enterprise. 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 unified communications for the contact center. Our all-in-one, IT-ready solutions communications-enable customer service, collections and sales & telemarketing business processes for small and medium enterprises as well as for two-thirds of the FORTUNE Global 100. For more information, visit www.aspect.com. # # #
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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