Aspect Workforce Management is an employee management solution for midsize to high volume call centers that can be deployed on-premise or hosted in the cloud. Aspect Workforce Management enables users to forecast staffing requirements across all customer-facing inbound, outbound, and back office resources in call centers. The solution allows for scheduling of voice, multi-session chat, email, social media and other interaction channels.
Aspect Workforce Management is an employee management solution for midsize to high volume call centers that can be deployed on-premise or hosted in the cloud. Aspect Workforce Management enables users to forecast staffing requirements across all customer-facing inbound, outbound, and back office resources in call centers. The solution allows for scheduling of voice, multi-session chat, email, social media and other interaction channels.
Specifications
Business Size
Mid-Market
Deployments
Cloud
Language Support
English
Platforms
Product Details
Features
Zipwire / Outbound Cloud integration
Custom schedule reports
Shift templates
Self service staff scheduling
Staff resource forecasting
Web-based GUI access
Workforce Mobile support
Multi-channel communication
Multi-channel simulator
Multi-language support
Workforce analytics
Real time tracking
Strategic planning
Dashboard views
Real time alerts
Historical pattern updates
Adherence monitoring
Mobile workforce control
Employee scheduling
Agents / supervisor self service
Billing & Invoicing
Built-in Accounting
Employee Management
Inventory Management
Inventory Management
Reporting/Analytics
Benefits
Core staff resourcing features
Aspect Workforce Management centralizes the core staff resourcing features, allowing agents and supervisors to allocate the right numbers and types of people at all times with a view on meeting key service performance indicators.
To evaluate multiple staffing scenarios
Organizations can use the software to model and evaluate multiple staffing scenarios using strategic “what-if” analysis, along with leveraging multi-skill forecasting and scheduling tools when determining optimal skill combinations for assigned staffing.
To determine the optimal staffing levels for channels
Minimize contact center complexity with a single integrated solution that can also determine the optimal staffing levels for channels such as inbound voice, outbound voice, chat, email and social media channels.
Support mobile agent and staff
Support mobile agent and staff access beyond the browser with native responsive apps for leading smartphone platforms.
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