Aspect^® Workforce Management^™: The Most Popular Workforce Management Software in the Industry

Overview

The Right People in the Right Places When You Need Them

Our award-winning Aspect Workforce Management software helps you ensure that you are staffing your contact centre with enough, but not too many, employees with the right skills to answer customer questions as interaction volumes ebb and flow throughout the day.

• Accurate volume forecasting in all customer interaction channels, including:
• Voice
• Multi-session chat
• Email
• Social media, and others
• Real-time intra-day tracking that ensures the best agent adherence to schedules
• Flexible staff scheduling with the richest features on the market
• Mobile access to scheduling for agents and supervisors

See how it works! Watch the video to see Aspect's workforce management software in action.

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Capabilities

A Modern, Intuitive Graphical User Interface Employees Love

The Aspect Workforce Management interface was created specifically for the call centre with a sleek and modern design. We made it easy to use—so all employees will enjoy using it!

• Simplified icon and widget web-based user dashboard
• Responsive design supports all major browsers
• Simpler, faster handling of complex schedule trades and sequential shift bids

Make Scheduling a Snap for Agents

Research shows that agents, especially Millennial agents, desperately want easy access to the contact centre through their mobile devices. Give them what they want and keep them engaged in their work!

• Easily view and manage schedules from anywhere using a dedicated mobile app or touch-tone IVR
• Send agents important notifications though email, SMS and mobile push
• Accommodate agents personal schedule preferences, including:
• Days per week and hours per week
• Shift length and start/stop times
• Workday patterns
• Lunch/break preferences, etc.

SEE HOW IT WORKS

Consultancy

Aspect Professional Services for Workforce Management

Customise Your Workforce Management Solution

Agent satisfaction is key to reducing turnover and keeping your workforce engaged and productive. The Aspect Professional Services team has the years of professional experience and technical expertise necessary to develop and implement specialised applications that extend the capabilities of your Aspect Workforce Management solution.

Explore the Aspect Innovations Exchange marketplace for ready-made, add-on applications such as:

• Aspect^® Workforce Mobile^™: A native mobile application supported on iOS or Android that allows both agent and supervisor functionality such as view scheduling, productivity statistics, schedule requests and more.
• Virtual Scheduling Assistant: Interactive text response and IVR agent personal assistant for workforce scheduling

DEPLOYMENT

Get the Capabilities You Need, Deployed the Way You Want

Aspect’s call centre solutions can be deployed on-premises, hosted, or as a cloud contact centre, offering your organisation the flexibility to deploy applications within the environment that best suits your needs. This also allows you to plan to move to the cloud at your own pace, or continue to utilise the deployment that makes the most sense for your business. Aspect's cloud contact centre platform, Aspect Via^® allows your business to adopt applications modularly, adding capabilities to your call centre at your own pace. Aspect^® Unified IP^® includes all contact centre applications in a single, complete, ready-to-deploy contact centre platform and solution. Aspect solutions also seamlessly integrate with third party applications, allowing data to flow freely across contact centre and workforce optimisation functions and the rest of the enterprise.