Cloud Workforce Management

The Richest Set of Cloud Workforce Management Features in the Industry

Call center workforce management is moving to the cloud and Aspect is leading the way. Aspect Via Workforce Management (WFM) provides the richest set of cloud workforce management capabilities in the industry, offering a rich set of features from Aspect’s #1 rated workforce management solution on the Amazon Web Services (AWS) cloud plus all the benefits of a SaaS offering.

Best-in-class features

  • True omni-channel
  • Modern icon/widget-based UI
  • Unlimited “what-if” scenarios
  • Automated shrinkage calculation

Cloud / SaaS benefits

  • Rapid implementation time
  • Easy scalability
  • Low total cost of use
  • Built-in high availability
WFM Dashboard

Market-leading Workforce Management plus AWS with Flexible Pricing and Deployment Models

For decades, Fortune 500 companies have chosen Aspect® Workforce Management as the backbone for their contact center workforce management needs. The Aspect Via WFM offering on AWS is a cloud workforce management solution with the same accurate customer interaction volume forecasting, flexible staff scheduling and precise staff tracking that ensures a world-class customer experience and efficiently managed labor resources.

The Aspect WFM cloud solution is compatible with the majority of popular ACDs and routing platforms, allowing quick and productive use of comprehensive workforce management capabilities at a low monthly price, scaling from 100 to 15,000 agents

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The First of a Full Set of Workforce Optimization Cloud Solutions

Aspect Via WFM is the first in a set of forthcoming cloud-based, fully integrated workforce optimization offerings that include performance management, coaching, recording, evaluations, speech analytics and other components of the WFO on-premises portfolio.

These solutions pave the way for a smooth cloud transition from either existing Aspect or third party workforce management solutions. In addition, Aspect Via WFM can be a great first step to a full cloud customer engagement center - a single contact center interaction management, self-service and workforce optimization solution with unified administration and reporting built using the Aspect Via customer engagement platform.

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“From my perspective, this system (Aspect Via WFM) supports all the core capabilities organizations need to ensure they have the right profile of skilled employees in place to handle expected interaction patterns and, as I saw in a recent demonstration, it looks good.”

– Richard Snow, VP & Research Director, Customer Engagement, Ventana Research

 

What is Cloud Workforce Management (Cloud WFM)?

Workforce management software is perhaps the most fundamental and important component in the contact center’s arsenal of workforce optimization tools. For contact centers with more than about 100 agents, it is almost impossible to accurately schedule the proper number of agents with the appropriate skills to address varying call volumes so that customers are happy with their experience. Until recently, effective workforce management solutions with a comprehensive set of features 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, workforce management solution can now be 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 workforce management (aka cloud WFM) delivery.