Aspect Releases eWorkforce Management 7.0

WESTFORD, Mass. — Aspect Software, Inc. redesigned the Aspect® eWorkforce Management user interface for navigation. The redesigned Aspect® eWorkforce Management offers enhanced support for outbound and blended contact center environments in addition to its existing inbound support and is available in four new languages:  Simplified Chinese, Traditional Chinese, Korean and Japanese. The new version, Aspect eWorkforce Management 7.0, was made generally available June 30.

The enhanced outbound support in Aspect eWorkforce Management 7.0 includes an algorithm that predicts the number of agents needed to handle the predicted outbound and blended workload. It produces staffing forecasts based on contact completion information, blending rules and standard staff group parameters. Customized data regarding campaign size and passes can also be used. The software tracks schedule performance, including offered and handled contacts and contact handle time.

"With the release of Aspect eWorkforce Management 7.0, Aspect Software leads an elite group of solutions providers able to offer comprehensive forecasting, scheduling and adherence combined with performance and quality management in a single performance optimization product suite designed for inbound, outbound and blended contact centers," said Paul Stockford, president and chief analyst of Saddletree Research. "Combined with a new look and feel that enhances the already intuitive user experience of eWorkforce Management, Aspect is clearly demonstrating that there is brain as well as brawn behind this contact center giant."

In addition to Simplified and Traditional Chinese, Aspect eWorkforce Management 7.0 is available in Korean, Japanese, French, German, Spanish and English.

 

SpeechTek Covers
Free
for qualified subscribers
Subscribe Now Current Issue Past Issues