Aspect Software Launches New Version of Web Powered Agent 10.1
WESTFORD, Mass. - Aspect Software, Inc. released Web Powered Agent 10.1, an agent desktop for Aspect Spectrum ACD, an inbound solution that includes queuing, routing, reporting, and modeling capabilities.
Web Powered Agent is a thin client agent desktop application that provides integrated communication for managing all customer interactions. The latest version, Web Powered Agent 10.1, includes increased scalability, improved management tools, and enhanced security. It also enables the agent desktop to be customized as work tasks change, it can be viewed in various formats including as a toolbar, and enables supervisors to control and limit views depending on each agent's role. In addition, Web Powered Agent 10.1 includes parity with the Aspect Software Convergence agent desktop solution.
"From a deployment standpoint, Web Powered Agent 10.1 was easy to get up and running," said Amy Gerfen, manager of reservations administration at Alaska Airlines. "Our IT group liked that Web Powered Agent leverages a server-centric web-services distribution model and that management of the application is centralized. This ensures that our agents always have access to the latest updates."
Web Powered Agent enables access to customer information through computer telephony integration (CTI) screen pops, allows agents to view their individual productivity and schedule adherence levels, and provides supervisors with additional capabilities to manage their staff. The product supports all telephony options including SIP hard and soft phones, Spectrum consoles, terminal adapters, and analog phones.