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Aspect Workforce Management

Aspect Workforce Management

By Aspect Software


  •  835 Interested

Highlights : About Aspect Workforce Management

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Billing & Invoicing

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Built-in Accounting

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Employee Management

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Inventory Management

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Inventory Management

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Reporting/Analytics

About Aspect Workforce Management

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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