Aspect Software recently announced the launch of Aspect Workforce Optimization 8.0 (WFO 8), an advanced, integrated workforce optimisation solution that includes workforce management, quality management and performance management capabilities.
Designed in collaboration with a nationally-recognised user experience design firm and tested by experienced contact centre agents, WFO 8 boasts of a customisable, intuitive and easy-to-use graphical interface that is designed to eliminate the technology barrier between users and their workforce optimisation 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. The new user interface promises several benefits that include:
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Higher productivity workforce because day-to-day administrative tasks take less time
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Improved morale resulting from the simplification of important tasks such as vacation requests
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Broader use of more powerful but complex WFO features
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Easier remote agent deployments with flexible use across common browsers (Internet Explorer, Safari, Firefox, Google Chrome) and devices (desktops, laptops, tablets and smartphones)
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Improved agent autonomy and efficiency by providing faster access to information, all in one place through simple icons and configurable widgets and dashboards
Furthermore, WFM 8’s new back office performance capabilities will allow for better management of business processes and workflow in the back office as well as blending of back office and front office workforces. With the ability to provide more accurate forecasting, scheduling and tracking of back office personnel, employee schedules can be optimised to meet specific business requirements. WFM’s back office optimisation features also promise improved efficiency for most back office operations.
“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,” says 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 organisations 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 organisations make their mark in delivering exemplary customer experience.”
WFO 8 further promises tight integration with other Aspect products, including the full suite of customer interaction management and analytics solutions including Aspect Unified IP, Aspect Analytics for Speech and Text, and the recently launched Aspect Mentor.
“Our focus is to provide the tools to allow contact centre agents to feel more effective and empowered when interacting with customers,” added Mallder. “As the first point of contact with a company, the agent is the face of the brand, and happy agents lead to happier customers, ultimately improving customer retention, brand loyalty and the overall customer experience.”