It includes workforce management, quality management and performance management capabilities
Aspect Software has launched Aspect Workforce Optimization 8.0 (WFO 8), an advanced, integrated workforce optimization solution that includes workforce management, quality management and performance management capabilities.
“As the contact centre becomes a more integral part of the overall customer experience, companies are seeking intuitive solutions that provide more flexible and integrated customer service operations,” said Spence Mallder, Senior Vice President, General Manager of Workforce Optimization at Aspect. “To address this, enterprises need to provide a much better user experience for agents and supervisors and develop a tighter integration between the front and back office. WFO 8 lets companies do just that, regardless of whether it is deployed at our customers’ premises or in the Aspect cloud.”
Sanjay Gupta, Managing Director, Aspect India, SAARC & Middle East, added, “The Indian market has seen a rapid shift in consumer dynamics in the recent past, and companies here are cognisant of the enhanced pace that they need to be able to deliver solutions to their customers. In this era, where organizations are expected to do more with less, we expect this enhancement to be a welcome change to the silos that different departments function in, and thereby drive overall profitability while ensuring smooth and transparent collaboration for employees. We truly feel that WFO 8 is poised to help organizations make their mark in delivering exemplary customer experience.”
Designed in collaboration with a nationally-recognized user experience design firm and tested by experienced contact centre agents, WFO 8 boasts a customizable, intuitive and easy-to-use graphical interface that eliminates the technology barrier between users and their workforce optimization system. In addition to tighter data and functional integration, all components of WFO 8.0 (Workforce Management 8.0, Aspect Quality Management 8.0 and Aspect Analyze 8.0) use this common look and feel.
