ANNOUNCING: WFO 20 is now available! See what this new version can mean for your workforce. LEARN MORE.
 

Overview

Better Productivity, Employee Engagement and Customer Satisfaction is Within Reach

Workforce management, quality management, performance management and speech analytics. The Aspect suite of workforce optimisation applications does it all, and is designed to rapidly and cost effectively adapt to your changing contact centre needs. The result? High-quality customer interactions, better customer experiences and more engaged agents, all at a lower operating cost.

Aspect Workforce Optimisation solutions currently increase productivity for millions of agents worldwide while enhancing their work lives every day—from flexible scheduling to managing their schedules via smartphones with ease.

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Solutions

Workforce Management

Accurately forecast customer interaction volumes, flexibly schedule employees, then track adherence of employees to schedules to ensure the right number of agents with the right skills are available at the right time.

Performance Management & Coaching

Create a single source of truth for contact centre information, surface valuable insights using widgets and dashboards, gamify the centre and automatically initiate coaching workflows that guide the coaching process.

Quality Management, Recording & Analytics

Easily evaluate customer interaction quality from all angles, selectively record/playback and archive voice/screen recordings—plus enable simple ad hoc searches of 100% of customer calls.

Analytics for Speech and Text

Use best-in-class speech and text analytics to rapidly surface valuable insights on quality, customer experience and operational issues across all customer interaction channels.

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.

Consultancy

Aspect® Professional Services for Workforce Optimisation

Implement and Customise Your Workforce Optimisation Solution

The Millennial influence on the modern workplace has led to higher expectations for seamless systems integrations, user-friendly desktop and mobile applications and greater access to self-service for requests and scheduling. The Aspect Professional Services consulting team has the years of professional experience and technical expertise necessary to develop and implement specialised applications that extend Aspect Workforce Optimization capabilities to meet your unique business needs.

Case Study

Radio Systems Drives Improved Customer Sat with Aspect WFO

Radio Systems sought to enhance their customer experience, unify their siloed contact centre technology and ensure that their customer care associates were engaged in their work. After implementing Aspect WFO, Radio Systems saw their service level increase from 59% to 74% and their average speed of answer decrease from 85 seconds to 51 seconds.

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