Call Centre Workforce Management Software

The best WFM Software. Now in the cloud.    Watch the Video

The Right People in the Right Places When You Need Them

Available as an on-premise or cloud solution—whether you need a public, hosted or virtual private cloud environment—our award-winning Aspect® Workforce Management software helps you accurately and easily forecast staffing requirements across all customer-facing inbound, outbound and back office resources.

  • Easy forecast and scheduling of all interaction channels including:
    • voice
    • multi-session chat
    • email
    • social media and others
  • Real-time intra-day tracking that quickly surfaces challenges with agents off schedule
  • Automatic updates for historical patterns and calculating shrinkage

  • Unlimited "what-if" scenarios to understand the impact of unexpected variations in staff availability and contact volumes on service levels and budget
  • Real-time alerts when performance is out of tolerance
Call Center Agent at Computer Smiling

Keeping Your Agents Fully Engaged!

Workforce Mobile screens on Android, Apple and Windows Phones

Happy contact centre agents result in happier customers. Keep your agents engaged–and engaging—by simplifying workforce management tasks.

  • Easily view and manage schedules from anywhere using a dedicated mobile app or touch-tone IVR.
  • Stay in touch with agents using email, SMS and mobile push notifications.
  • Accommodate any agent’s personal schedule preferences including:
    • Days per week and hours/week
    • Shift length and start/stop times
    • Workday patterns
    • Lunch/break preferences, etc.

A Modern Intuitive Graphical User Interface Agents Love

Our workforce management interface was created specifically for the call centre with a sleek and modern design. We made it easy to use—so agents will want to use it!

  • Simplified web-based user dashboard
  • Responsive design supports all major browsers
  • Simpler, faster handling of complex schedule trades and sequential shift bids
Workforce management (WFM) software dashboard

“Aspect Workforce Management has truly made a positive impact within our organisation, as well as within the minds of all of our employees and Brand Ambassadors.”

– Kathie Drayton, Director of Workforce Management, VIPdesk


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What is Workforce Management Software?

Helping companies function as efficiently as possible, workforce management software simplifies the task of ensuring a contact centre has the right people available at the right time, across multiple channels, shifts, and types of expertise, to achieve expected service levels.

Taking into account factors such as skill levels, scheduling constraints, regulatory labour restrictions, demand and service level objectives, workforce management software helps managers accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources. Easy-to-use tools also allow agents to manage their scheduling needs including sequential shift bids and schedule trades.