Amazon Connect
+ Aspect WFM


State-of-the-art workforce management capabilities with the convenience of the AWS cloud






About the Aspect and Amazon Partnership

Amazon® Web Services (AWS) is the market leader in Global On-Demand Cloud Computing Technology whether your customers solution requires IaaS, PaaS, SaaS or a combination. Not only are we aligned in our core values, but AWS has bootstrapped the Aspect Cloud for dynamic scaling and rapid deployment models allowing our customers businesses to grow without bounds. AWS and Aspect have partnered together to unify some of our core competencies at the source code layer to drive a complete Customer Engagement solution with Amazon Connect and Aspect® Workforce Management (WFM).and Aspect Workforce Optimization.

Aspect has achieved an Advanced Technology Partner tier with Amazon, demonstrating our full commitment to the relationship and ability to solve technology challenges with knowledgeable subject matter experts. Our preferred cloud provider partnership enables Aspect and AWS to serve customers with highest level of operational effectiveness and cost efficiency.


Enjoy Feature-Rich WFM Capabilities

Aspect Workforce Management, now a powerful complement to Amazon Connect, has enabled thousands of contact centers to operate more productively and efficiently.

Aspect WFM features a simplified, browser-based interface complete with:
  • Responsive, user-customizable dashboards
  • Unlimited what-if scenarios
  • Easy employee self-service
  • True multi-channel/multi-skill optimization

Critical forecasting, tracking, agent productivity, and real time adherence data are transferred from Amazon Connect to Aspect WFM through a seamless integration to provide a rich WFM experience. Forecasting data considers historical call volumes and projects future calls volumes along with staffing needs. Forecasts are then used to schedule specific agents for specific times. Tracking data is used to monitor departures from expected call volumes and average handle times. Agent productivity and real-time adherence data gives supervisors the information they need to monitor agents' performance and be alerted to any deviations from scheduled activities.

Better CX through Intelligent Integration


The Amazon Connect and Aspect Workforce Management/Optimization integration allows enterprise customers to rapidly deploy and cost effectively operate their contact centers across the globe. Aspect Workforce Management permits Amazon Connect customers to intelligently manage staffing needs and costs in real time. Having the right number of appropriately skilled agents available at the right time leads to a better customer experience.



Integration Architecture

Why Choose Aspect

The award-winning Aspect WFM feature set and highly intuitive interface are loved by agents and managers alike.

Our seamless integration with AWS supports all Aspect WFM implementation models including on-premises, private hosted, and AWS cloud environments. As a result, businesses already using any version of Aspect WFM can easily migrate to Amazon Connect; likewise, new Amazon Connect customers can choose the Aspect WFM deployment method that's right for their business. Key differentiators include:

Want to Learn More?

For more information, or to get started using Aspect Workforce Management and Amazon Connect, call us at 1-888-547-2481, chat now or complete the form below and an Aspect team member will contact you soon. Existing Amazon Connect customers can take advantage of our Quick Start Guide.