Workforce Optimisation

Technology is second nature to your customers. Now it can be first-rate for your agents. Aspect Workforce Optimization solutions increase productivity for millions of agents worldwide while enhancing their work lives every day – from real-time coaching to managing their schedules via smartphones with ease.

Workforce, quality and performance management. The Aspect suite covers it all and is designed to adapt rapidly and cost-effectively to your changing contact centre needs. The result? More engaged agents, higher quality customer interactions and improved customer experience all at a lower operating cost.

Workforce Management & Planning

Workforce planning is more complex than ever before, balancing the needs of customers and employees alike so larger business goals are always in sight.

Workforce Management in the Cloud

Contact centres are increasingly realizing the advantages of cloud delivery, including lowest total cost of use, scalability and continuous free upgrades.

Workforce Management

Forecast, schedule and track adherence of employee schedules to ensure the right number of people with the right skills at the right time.

Speech Analytics

Transform agent conversations into a rich repository of actionable insights that fuel individual, team and operation-wide performance improvements.


Quality Monitoring

Draw on all important sources of quality – including supervisors, QA analysts, customers, speech analytics – when gaging the quality of voice and text-based customer interactions.


Keep a continuous record of all voice and screen agent interactions from popular ACDs using AES 256 bit encryption to secure transmission and storage.

Quality Analytics

Quality Analytics

Evaluate 100% of your calls and give your QA process a productivity boost with voice analytics.


Go full circle from automatically identifying performance issues and directly verifying problems via call recordings to recommending specific coaching actions and later re-evaluation of agent performance.


Performance Management

Bring together multiple sources of data for analysis that not only reveals employee and contact centre operational challenges and achievements but helps inform corrective action.

Back Office Optimisation

Optimise the workforce across the entire enterprise – not just the front office – by making the most of critical back office operations that help keep the front office honest.


“I’ve used Aspect Workforce Management for years, and when it came time to upgrade our old system, I knew that Aspect would help us meet the requirements of our contact centre, reduce our costs and deliver advanced reporting.”

-Isabel De Almeida,
VP Workforce Operations, Citizens Financial