|Aspect Enhances Workforce Optimisation Offering with Latest Performance Management Release|
|Friday, 22 October 2010|
CHELMSFORD, Massachusetts, - Aspect, a global provider of unified communications and collaboration services and software, today announced the general availability of Aspect(R) Performance Management 7, comprising new capabilities that build on Aspect's comprehensive suite of Workforce Optimisation (WFO) solutions. The new release enables organisations to more effectively leverage information from the contact centre to gain a holistic, 360 degree view of their business operations and workforce to improve efficiency and performance.
Aspect Performance Management 7 helps businesses align their frontline personnel with the contact centre, while providing a structure for continuous process improvements. This release is integral to Aspect's application approach to contact centre optimisation, and enhances the capabilities of its applications by providing analytics, tools and performance scorecards that can initiate automatic alerts to ensure employees are focused on strategic key performance indicators (KPIs). The product is also designed to help organisations participate in social media activity by providing a framework that supports the monitoring and analysis of consumer and other influencer discussions in the social domain.
New features include:
- Improved Dashboard Usability: Contact centre performance dashboards are progressive business tools that help direct strategic decisions with timely information. With this new feature, agents can now better manage their own performance, giving them more control over their ability to meet their own personal performance goals, as well as overall corporate goals. Supervisors also have the ability to track and detect causes of performance shortfalls and manage the actions in order to make improvements.
- Enhanced Workforce Management: Performance Management 7 easily plugs into Aspect's existing industry-leading workforce management product. The tightly coupled capabilities allow greater insight into key metrics that can be addressed to more effectively support corporate goals for improved customer contact. With this release, security is synchronised between the two components to reduce administrative time, while providing a 100 metric KPI library to allow organisations to quickly start the performance management process. Current Aspect Workforce Management customers will notice that the performance management user interface fits nicely into their existing user interface with complimentary workflows to promote better usability. Ultimately, the tight integration improves productivity and reduces long term cost of ownership for organisations currently using Aspect's workforce management solution.
- Automatic Coaching: The application contains a coaching module that automatically initiates coaching sessions when specific metrics fall below threshold. The automation of the coaching process ensures consistency in coaching, while improving productivity and adherence to company policy, while reducing liability.
Aspect Performance Management is built into Aspect's unified communications applications for the contact centre, which sit on the PerformanceEdge(R) platform, a framework that integrates performance management, workforce management, quality management, campaign optimisation and coaching.
"Today's contact centres must continue to transform, integrating new technologies and capabilities that meet new demands of socially-networked consumers, " said Keith Dawson, principal analyst, Frost & Sullivan. "There is a distinct need within organisations to implement practical and innovative solutions that address the evolving consumer and related customer-company communications landscape, but also to improve contact centre ROI and operational performance. Aspect has addressed these needs with enhanced workforce optimisation capabilities, including alert notifications and automated coaching, to directly address challenges and position organisations to achieve measureable results."
"Performance management has become a critical function within the contact centre, moving well beyond simple score carding and reporting to create a successful methodology for improving customer satisfaction, service delivery, agent retention, and increasingly, sales outreach, " said Brett Williams, director of product management, Aspect. "The impact of this release is magnified when its key elements are coupled with other capabilities in Aspect's workforce optimisation applications. Together, they seamlessly deliver a powerful product that delivers actionable data that ultimately enables companies to improve the quality of customer-company communications."
(Source - Aspect Press Release)
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