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.