Aspect Via Workforce Optimization Packages

Complete Workforce Optimization Capabilities – Flexible Cloud Model to Fit Any Organization’s Needs

Aspect Via® workforce optimization capabilities are packaged to provide organizations with a choice in how and when they deploy features and functionality according to current – and future – needs. These packages include Aspect Via® Workforce Management (WFM), Aspect Via® Performance Management and others to come.

The workforce optimization packages take full advantage of the underlying services and architecture of the Aspect Via customer engagement platform, designed from the ground up for the AWS cloud and the customer-centric enterprise. They share the most modern icon and widget-based graphical user interface available on the market today, so agents, supervisors and workforce management staff are more fully engaged in providing memorable, happy experiences to customers.

Workforce Optimization Dashboard - Aspect Via

Aspect Via Workforce Management - Award-winning Enterprise Workforce Management in the Amazon Web Services Cloud

Aspect Via Workforce Management brings Aspect’s #1 rated workforce management solution to the Amazon Web Services (AWS) cloud - delivering all the rich features of WFM on-premises with all the benefits of a SaaS offering:

  • Rapid implementation time
  • Easy scalability
  • Low total cost of use
  • Built-in disaster recovery
  • Reduced dependency on IT
  • Best-in-class new features

Compatible with virtually all popular ACDs and routing platforms, this cloud WFM solution puts the elegant power of Aspect’s workforce management capabilities to quick and productive use at a remarkably low monthly price – no matter the size of your deployment, since Aspect Via WFM scales from 100 to 15,000 agents.

Aspect Via Workforce Management

  • Accurate and flexible forecasting, scheduling and tracking
  • Simple agent self-service
  • Productivity and adherence monitoring
  • Seat planning and management
  • Multi-site workforce management
  • Mobile App for remote agent access
  • Mobile (push), email and web notifications
  • HRIS integration

Additional Options

  • Performance Management (including gamification and coaching)
  • Outsourcer integration
  • Customer Engagement Analytics

Aspect Via Workforce Management

Additional Options

  • Accurate and flexible forecasting, scheduling and tracking
  • Simple agent self-service
  • Productivity and adherence monitoring
  • Seat planning and management
  • Multi-site workforce management
  • Mobile App for remote agent access
  • Mobile (push), email and web notifications
  • HRIS integration
  • Performance Management (including gamification and coaching)
  • Outsourcer integration
  • Customer Engagement Analytics
 

Aspect Via Performance Management

Aspect Via Performance Management is a natural option for Aspect Via WFM and other Aspect Via WFO solutions operating in the AWS Cloud. This essential cloud solution uses impactful graphics to ensure focus on the metrics that will quickly drive rapid change in your contact center.

Surface valuable insights using simple widgets and dashboard displays to portray summarized data. At every level in the organization, you will be aligning individual goals with enterprise strategic priorities by giving employees clear feedback on employee performance.

Aspect Via Performance Management includes:

  • Personalized scorecards, dashboards and reports
  • Pre-integrated connectors to other systems
  • Awards and gamification
  • Manual and automated coaching
Aspect Performance Management Master Standard Report

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“There is no doubt that the global contact center industry is rapidly adopting cloud-based solutions to ensure that they remain future-ready regardless of which direction the industry may take. The availability of Aspect Via WFM couldn’t be more timely. Aspect continues to reside among a small group of elite industry innovators who are fearless in their quest to push the envelope and keep the industry moving forward.”

– Paul Stockford, Saddletree Research

 

What is Workforce Optimization in the Cloud?

Workforce Optimization has long been a staple set of applications for contact centers that want to get the most from their valuable employees. Commonly cited WFO objectives are customer satisfaction, agent efficiency (i.e., low cost), employee engagement and morale, increased sales and customer loyalty as well as process and legal compliance. Until recently, most workforce optimization solutions helping contact centers to reach these objectives were available only as applications running on servers and other hardware located on the customers’ premises.

With the advent of Amazon Web Services and other ubiquitous cloud providers, software of all sorts is increasingly being delivered from the cloud. Contact centers users of routing platforms, CRM, WFO and other systems are realizing the significant cost and convenience advantages of cloud delivery, hence, contact centers are increasingly demanding workforce optimization solutions can operate fully from the public cloud.