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Deflection cuts contact volume while the underlying workload stays. Forecast AI-assisted and human work as separate demand streams.

Queue-based forecasting breaks because one contact no longer equals one unit of work. Model the activities behind each interaction instead.

Put AI to work on the floor safely: automate the low-risk tasks first and keep a human able to shape every customer-facing decision.

You invested in workforce management to hit service levels, manage labor costs, and deliver a better customer experience. Aspect Managed Services helps you turn that investment into measurable results faster — with experienced WFM operators running the day-to-day work behind your platform from day one.

Spot demand and adherence drift the moment it starts and act on the service-level risk before the daily report makes it permanent.

Aspect partnered with Best Egg to improve their WFM and dialing operations processes for more clarity on duties and responsibilities along with increased visibility to multiple lines of business.

The Company is a global media and technology company. From the connectivity and platforms they provide, to the content and experiences they create, they reach hundreds of millions of customers, viewers and guests worldwide. With over 180,000 employees, including approximately 55,000 contact center agents, their WFM needs are one of the most expansive in the world.

Discover how Asurion's innovative use of Aspect technology solutions transformed their contact center operations, boosting employee engagement, reducing absenteeism, and improving customer service.

Discover how RCN improved agent performance, enhanced customer experiences, and achieved remarkable gains in customer satisfaction through advanced analytics and quality monitoring.