Aspect Software, a provider of customer contact and enterprise workforce optimization, announced the launch of Workforce Management 7.5, an integrated workforce management product and the newest iteration of the Workforce Management 7 platform. Version 7.5 helps companies improve the customer experience by creating a better and more streamlined work environment for contact center agents and better control over interaction outcomes for supervisors, which in turn deliver improved consumer interactions.
Aspect’s WFM solution enables flexible work streams and processes and seamlessly works with existing technologies. Aspect customers have realized improved customer service levels by approximately 20-30 percent and reduced agent labor and operational costs by around 16%.
Workforce Management 7.5 integrates with virtually any contact center’s interaction management infrastructure. For Aspect Unified IP 7.1 (Tiger Shark) users, it can also lower the total cost of ownership with features such as automatic prerequisite software delivery, more robust patching capabilities, and streamlined silent installation that reduce deployment time and resources.
Workforce Management 7.5 offers additional enhanced features to address other challenges facing contact center managers, including expanded intraday shrinkage analysis, dynamic productivity analysis, and supervisor mobility.