MA-ASPECT
Today, Aspect announced the general availability of Version 20 of its market-leading solution suite, Aspect® Workforce Optimization™ (WFO), including a fully redesigned and simplified workforce mobile user interface, convenient public cloud integrations, faster insights into agent performance and important usability enhancements. This release brings to market the most advanced WFO solution for the mobile contact center workforce. Supervisors will now be able to easily manage employees regardless of location, understand how they are performing, provide employees with the flexibility and ease-of-use they need as their work location becomes increasingly uncertain — and do it all in a convenient, browser-based application.
This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20200715005508/en/
“Now, more than ever, Contact Center services are in high demand as consumers drive virtually everything online. Going to 'the office' has new meaning, and agents need to be enabled working from anywhere,” said Michael Harris, Chief Marketing Officer at Aspect. “Our new WFO version 20 answers the call.”
Aspect WFO Version 20 makes the life of the agent-on-the-go so much easier, including features such as:
- Fully redesigned workforce mobile smartphone user interface that mimics the look and feel of the existing rich web user interface for desktops and laptops to greatly reduce the employee learning curve when transitioning to mobile
- Enhanced web notifications giving employees the power to fully manage notifications from their personal desktops and mobile phones
- A more sophisticated and efficient AI for rapidly approving agent requests for schedule changes, especially for intra-day requests, ensuring more agile scheduling
- Screen pops allow interaction pages to be “popped out” and arranged in a separate window on any active monitor
- Quick views give users the ability to play back voice and/or screen recordings and even metadata without leaving a search grid
- Integration of Aspect® Engagement Analytics™ (speech analytics) and Aspect® Performance Management™ (APM) to surface quality problems by analyzing 100% of conversations, dramatically speeding the time to insight
- Heat maps that rapidly identify poor agent performance and great agent performance for consequent coaching or recognition
Jon Malinowski, VP Customer Solutions at Asurion, an Aspect customer, expressed the value that mobile capabilities bring to his workforce: “Proactive notifications and the ability to respond via mobile devices help each agent achieve a better work-life balance by understanding individual agent preferences, facilitating their mobile lifestyles, and saving them time. The result is better agent engagement, higher morale and lower turnover.”
Aspect continues to lead in Enterprise Cloud Contact Center solutions, and the Version 20 release of WFO extends Aspect’s existing WFM cloud footprint with:
- Ability to scale workforce management solutions in the Microsoft Azure cloud to 15,000 users, the same capacity as currently possible with the AWS cloud
- Simplified database migration from Aspect WFM on-premises delivery to Aspect Via® WFM™cloud delivery
- Standardized interfaces for common cloud contact center platforms including Twilio Flex, Five9, NICE inContact and Zendesk (in addition the existing Amazon Connect interface)
- Use of low-cost Azure Blob storage to exchange information with outsourcers in the Aspect® Workforce Management - Encompass™ application
Ease of use has been a primary focus of Aspect WFO products for many years. Now with an increased number of agents working remotely, Aspect is providing contact centers with richer insight into adherence, productivity and performance of today's mobile workforce, wherever they are located.
For more information on Aspect Workforce Optimization and the mobile workforce, visit https://www.aspect.com/call-center-solutions/workforce-optimization/wfo-20
About Aspect
Aspect is on a mission to simplify and improve customer engagement. Our enterprise software is used by millions of agents every year and supports billions of consumer interactions around the world. Our best-of-breed contact center and workforce optimization applications help companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable solutions for self-service and live interaction management and workforce optimization are available on-premises or in any hosted, private or public cloud environment.
For more information, visit www.aspect.com . Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com
View source version on businesswire.com: https://www.businesswire.com/news/home/20200715005508/en/
Link:
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Everen Specialty Appoints Carla Greaves Chief Underwriting Officer25.4.2025 19:00:00 CEST | Press release
Everen Specialty, a Bermuda-based (re)insurer for energy markets worldwide, today announced the appointment of Carla Greaves as its new Chief Underwriting Officer (CUO). This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250425273777/en/ Carla Greaves Ms. Greaves will join the Executive Leadership Team of the Everen Group, based in the Bermuda office, later this year. She succeeds Jane Peterson, Interim CUO, who will continue in a consultancy capacity to facilitate the transition. With more than 30 years of underwriting and leadership experience in the (re)insurance industry, Ms. Greaves brings a wealth of expertise and a proven track record of success in the Casualty market where she is recognized for building high-performing teams, driving profitable growth, and successfully navigating complex market environments. Prior to joining Everen Specialty, Ms. Greaves held increasingly senior leadership positions, most recently servin
Incyte to Highlight Early-Stage Oncology Data at American Association for Cancer Research Annual Meeting 202525.4.2025 14:00:00 CEST | Press release
Incyte (Nasdaq:INCY) today announced that the Company will present new early-stage data from its oncology portfolio at the American Association of Cancer Research (AACR) Annual Meeting 2025 in Chicago, IL, from April 25–30. “At AACR we will be presenting data from early-stage programs across our oncology portfolio, including for patients with myeloproliferative neoplasms, ovarian cancer and other solid tumors,” said Pablo J. Cagnoni, M.D., President and Head of Research and Development, Incyte. “These data will guide our approach as we advance our pipeline and seek to transform the treatment landscape for patients with cancer and myeloproliferative neoplasms.” Abstracts accepted for presentation at AACR include: Mini Symposium INCB177054 INCB177054: A Novel, Potent, Orally Bioavailable DGKα/ζ Dual Inhibitor Enhances T-Cell Function and Demonstrates Potent Antitumor Activity (Session Title: Novel Antitumor Agents. April 28, 4:50 p.m. – 5:05 p.m. ET (3:50 p.m. – 4:05 p.m. CT). Abstract #
SLB Announces First-Quarter 2025 Results; Remains Committed to Return a Minimum of $4 Billion to Shareholders in 202525.4.2025 12:50:00 CEST | Press release
Revenue of $8.49 billion decreased 3% year on year GAAP EPS of $0.58 decreased 22% year on year EPS, excluding charges and credits, of $0.72 decreased 4% year on year Net income attributable to SLB of $797 million decreased 25% year on year Adjusted EBITDA of $2.02 billion decreased 2% year on year Cash flow from operations of $660 million increased $333 million year on year Board approved quarterly cash dividend of $0.285 per share SLB (NYSE: SLB) today announced results for the first-quarter 2025. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250423635499/en/ The exterior of the SLB headquarters in Houston, Texas. First-Quarter Results (Stated in millions, except per share amounts) Three Months EndedChange Mar. 31, 2025 Dec. 31, 2024 Mar. 31, 2024 Sequential Year-on-year Revenue $8,490 $9,284 $8,707 -9% -3% Income before taxes - GAAP basis $1,063 $1,387 $1,357 -23% -22% Income before taxes margin - GAAP basis 12.5% 14.9%
Corona, The World’s Most Valuable Beer Brand1, Announces Its 100-Year Anniversary with Global Celebration25.4.2025 10:00:00 CEST | Press release
Brand Invites The World to Join the Celebration with Experiences at the Most Epic Beaches on EarthGlobal “Corona 100” Platform Launches with a Legendary Concert at Copacabana Beach, Featuring One of the World’s Top Musical Artists with Millions in Attendance Today, Corona proudly celebrates its 100-year anniversary, a remarkable milestone for the iconic brand that has been synonymous with the beach and enjoyed by consumers worldwide for the past century. Since 1925, Corona has cultivated a deep association with the beach; fully embodying a lifestyle connected to nature and relaxation. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250425804516/en/ Corona 100 This Is Living Since 1925 In honor of the occasion, Corona invites everyone to live their “beach side” – a.k.a. their best side – at top-tier beach locations across the globe. The Corona 100 platform includes a film highlighting 100 years of beach culture, a definitive l
Ant Group Unveils New Recruitment Initiative for Top AI Talents, Ramping Up AI Innovation Efforts25.4.2025 09:28:00 CEST | Press release
Ant Group today unveiled Plan A, a new recruitment initiative to attract top artificial intelligence researchers, reinforcing its commitment to accelerating AI research and development under the “AI First” corporate strategy. Operating within the framework of Ant Star—Ant Group’s year-round campus recruitment program—Plan A specifically targets AI talents who are ambitious, adaptable, altruistic, and analytical. Outstanding graduates from universities worldwide with STEM majors are encouraged to apply for Plan A. Relevant fields include computer science, software engineering, artificial intelligence, cybersecurity, information and telecommunication engineering, mathematics, statistics, and other emerging interdisciplinary areas. To better foster the development of technological innovators in this new AI era, Plan A offers candidates comprehensive support and resources, including unrestricted access to AI hardware and tailored career paths that allow for significant research freedom. Ad
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom