Aspect Cloud Workforce v26 modernizes WEM and strengthens cloud integrations
This October 2026 release modernizes the WEM web experience across Workforce, Quality, and Performance while improving Amazon Connect reporting and simplifying imports for multiple Group Allowance Accounts. It also expands standards-based security and connectivity with OAuth 2.0 and OpenID Connect, enhanced Five9 REST API support, and OAuth 2.0 for SMTP notifications.
Changelog
- IMPROVED: WEM UI Update
- Introduces Facet-aligned typography, colors, icons, navigation, and shared UI components.
- Improves consistency between WEM and the new experience and gives WEM a more modern appearance.
- Applies to supervisors, administrators, and agents using web/thin-client experiences in Workforce, Quality, and Performance.
- Preserves existing workflows, functionality, permissions, personal settings, and customer-configured visuals.
- Applies to public cloud, on-premises, and private cloud deployments. The thick client is excluded.
- IMPROVED: AWS Connect Integration
- Provides an updated interface for Amazon Connect.
- Improves support for 15-minute ACD reporting and reduces incomplete historical metrics for intervals with long-running contacts.
- Simplifies configuration and maintenance of queue and routing-profile lists.
- NEW: Multiple Group Accounts
- Adds an Auto Run import job that supports multiple Group Allowance Accounts in a single CSV file.
- Processes each account row independently and writes failed rows to a retry file.
- Uses a configured cloud-storage container for public-cloud imports.
- NEW: OAuth 2.0 and OpenID Connect support
- Enables modern, standards-based authentication for on-premises and private-cloud WEM deployments.
- Supports compatible identity providers including Google, Microsoft Entra ID, Okta, AD FS, and PingFederate.
- IMPROVED: Five9 REST API
- Adds optional loading of skills and user-skill assignments through REST APIs.
- Historical CSV reports continue to require SOAP because Five9 does not provide REST equivalents.
- Requires Five9 API Access Control to generate REST credentials.
- IMPROVED: SMTP Notifications
- Updates the WFM Notification Server SMTP dispatcher to support OAuth 2.0.
- Supports Microsoft Exchange Online and Microsoft 365 customers as Microsoft phases out Basic Authentication for Exchange Online SMTP.