Aspect Software has announced a significant upgrade of its Aspect eWorkforce Management solution, introducing a redesigned user interface for easier navigation and enhanced support for outbound and blended contact centre environments. Version 7.0 is available in four additional languages: Simplified Chinese, Traditional Chinese, Korean and Japanese.
The enhanced outbound support in Aspect eWorkforce Management 7.0 includes a sophisticated algorithm that ensures that the right number of agents are scheduled to handle the predicted outbound and blended workload to help maximise the number of contacts made and revenue generated. It produces accurate staffing forecasts based on contact completion information, blending rules and standard staff group parameters.
Customised data regarding campaign size and passes can also be used. The software effectively tracks schedule performance, including offered and handled contacts and contact handle time, so that real-time adjustments can be made quickly and easily.
Beta users of Aspect eWorkforce Management 7.0 have reported being able to accomplish daily workforce management tasks faster than ever before because of the instinctive nature of the software`s new navigational functionality and data-manipulation capabilities. They also anticipate additional benefits to be gained from rolling the software out across geographic boundaries to Asia-Pacific contact centre operations due to the staffing solution`s added support of the Chinese language.
In addition to Simplified and Traditional Chinese, Aspect eWorkforce Management 7.0 is available in Korean, Japanese, French, German, Spanish and English.
"Aspect Software again demonstrates the delivery of the feature sets requested from its customers using the Aspect eWorkforce Management product, Version 7.0, which enables contact centres to accurately plan, strategically manage and optimise their staffing resources across all environments, whether in-house, outsourced, single-site, multisite, multiskill, multichannel, inbound, outbound or blended," says Henry McCracken, regional sales director: Africa for Aspect Software.
Industry analysts rate Aspect eWorkforce Management as the market-leading workforce management solution for contact centres. Prior accolades include Frost & Sullivan`s Growth Strategy Leadership, Market Leadership, Marketing Engineering Brand Awareness Development and Market Engineering Product Differentiation awards; TMC Labs Award for Innovation in Workforce Productivity; Product of the Year awards from Communications Solutions, Customer Interaction Solutions, Call Center, Call Center Solutions, Call Center News Service and CTI trade publications; TeleProfessional Magazine`s "Best of the Best" for Exceptional Product Value; Call Center Magazine`s Editors` Choice; CRM Magazine Service Leader; ICCM Best of Show; and ContactCenterWorld Members` Choice for Best Workforce Management Solution.
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Aspect Software, Inc, the founder of the contact centre industry, is the world`s largest company solely focused on providing proven, innovative contact centre products and services that enable the key business processes of customer service, collections and sales and telemarketing. Each day, thousands of in-house and outsourced contact centres around the globe conduct more than 125 million customer interactions using Aspect Software products. We believe in using the power of technology to positively transform the customer-company experience. That belief has led us to accept the challenge of developing the world`s most reliable automatic call distributors (ACDs), most trusted diallers, most widely used and respected workforce management (WFM) solutions, most flexible voice self-service systems and the industry`s first and most comprehensive unified, multichannel contact centre solution. Headquartered in Westford, Massachusetts, Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.
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