Aspect EQ™ Workforce Optimization

Our Packaged Workforce Optimization Solutions

In life, we would all like to have a high IQ. In the contact center, we are all striving for a high EQ (Engagement Quotient). Aspect EQ Workforce Optimization delivers on the promise of more engaged agents, higher quality customer interactions and improved customer experience all at a lower operating cost. With a modern icon and widget-based graphical user interface common to all major components, Aspect EQ WFO is much easier to learn and use than other systems on the market. Available on-premises or in the cloud, Aspect Workforce Optimization is designed to adapt rapidly and cost-effectively to your changing contact center needs. Aspect EQ is available in three families: recording and quality monitoring, workforce management and full workforce optimization.

Practically all contact centers require recording and quality management functions to ensure quality interactions. This family of WFO packages addresses QM from small to large. Learn More
In contact centers and back offices of any size, WFM is an essential productivity and performance tool. The WFM family of packages addresses a wide range of WFM needs for front and back office. Learn More
For evolved contact centers, many WFO tools are necessary to maintain balance between low cost and achieving SLAs. The WFO family of Aspect EQ packages scales for contact centers from 100 to 50,000 agents.
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The Aspect EQ Workforce Optimization suite from Aspect is purpose-built to give you valuable insights on all aspects of your enterprise workforce so you can take action to correct operational challenges. The following software modules are the key functional components for Aspect EQ Workforce Optimization:

Our #1 ranked workforce management solution ensures you always have the right agents in the right places at the right times.
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Flexible full-time voice and screen recording compatible with all popular ACDs. Learn More
Get a comprehensive view of agent quality from multiple sources of performance data, balanced scorecards and scoring calibration. Learn More
High performance contact center management and reporting tool used to collect, correlate and display information relevant to each user’s role.
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Be sure to incorporate customer measured quality as in your overall quality management process Learn More
Aspect’s industry leading speech analytics solution empowers contact centers to quickly extract deep and meaningful business intelligence directly from recorded voice interactions for a rapid understanding of customer intent and experience. Learn More
Provide essential coaching comments and materials to agents using either automated KPI thresholds or manually initiated feedback. Learn More
Ensure that your agents are continuously improving their skills with multi-media training tailored to each agent’s specific needs and available right on their desktops. Learn More
Tracking the activity on the agent’s desktop can quickly reveal operational bottlenecks and opportunities for improvement.
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Back office processes require work distribution and workforce management just like the front office. Ensure your entire enterprise is operating efficiently. Learn More

Moving your contact center to the cloud was once perceived as a novelty, but it has become a business imperative for many organizations. Contact centers are increasingly under pressure to improve the customer experience while reducing cost, and many are finding that cloud-based contact center infrastructure and associated cloud-based WFO is a good solution. Aspect can provide workforce optimization on-premises, hosted, in the true cloud or in any hybrid configuration.

Workforce Optimization On-Premises

Get all of the advantages of full featured workforce optimization on-premises

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Aspect Hosted - WFO

Take full advantage of workforce optimization plus enjoy all of the benefits of cloud delivery

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