MA-ASPECT
15.7.2020 15:02:12 CEST | Business Wire | Press release
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
Westlake Epoxy Expands Distribution Relationship with Brenntag to India18.2.2026 02:30:00 CET | Press release
Westlake Corporation (NYSE: WLK) today announced that Westlake Epoxy will expand its long‑standing distribution relationship with Brenntag to South and West India. The agreement builds on a successful collaboration across Europe, North and South America, and Southeast Asia, extending Westlake Epoxy’s reach into one of the world’s fastest‑growing coatings, adhesives and construction markets. Under the expanded collaboration, Brenntag will distribute Westlake Epoxy’s established portfolio of epoxy solutions for coatings, adhesives and construction applications, including the EPON™, EPIKOTE™, EPIKURE™ and EPI‑REZ™ product lines. Customers are expected to benefit from reliable local supply, technical service and application‑focused formulation support tailored to regional requirements. India’s coatings, adhesives and construction sectors continue to grow, driven by infrastructure investment, urbanization and increasing performance expectations. By combining Westlake Epoxy’s proven epoxy te
Compass Pathways Launches Proposed $150.0 Million Public Offering17.2.2026 22:06:00 CET | Press release
Compass Pathways plc (Nasdaq: CMPS), a biotechnology company dedicated to accelerating patient access to evidence-based innovation, announced today the launch of a proposed public offering of $150.0 million of American Depositary Shares (“ADSs”), each representing one ordinary share, and in lieu of ADSs, to certain institutional investors, pre-funded warrants to purchase ADSs. All securities are being offered by Compass Pathways. Compass Pathways expects to grant the underwriters a 30-day option to purchase up to an additional $22.5 million of ADSs at the public offering price, less the underwriting discounts and commissions . The proposed offering is subject to market and other conditions, and there can be no assurance as to whether or when the proposed offering may be completed, or as to the actual size or terms of the proposed offering. Jefferies, TD Cowen, Cantor and Stifel are acting as joint book-runners for the proposed offering. H.C. Wainwright & Co. is also acting as lead mana
Lattice Launches Joint Cyber Resilience Reference Kit with EXOR International and TrustiPhi to Simplify Secure Device Development17.2.2026 22:00:00 CET | Press release
Lattice Semiconductor (NASDAQ: LSCC), the low power programmable leader, today announced a Cyber Resilience Reference Kit designed to help industrial and edge device manufacturers accelerate secure system design, developed in collaboration with EXOR International and TrustiPhi. Built on the Lattice MachXO3D™ secure control FPGA, EXOR International’s industrial edge platform, and TrustiPhi’s integrated security orchestration platform, the kit enables hardware‑rooted trust, secure lifecycle management, and industrial‑grade connectivity to accelerate cyber resilient system design. “Security can no longer be an afterthought, especially at the industrial edge. With this collaboration, we’re giving customers a practical, integrated way to accelerate secure system development and support emerging requirements such as the EU Cyber Resilience Act,” said Karl Wachswender, Senior Principal System Architect Industrial, Lattice Semiconductor. “Through our early access program, major industrial comp
Capvidia and Hexagon to Host Live Webinar on Building a “Real” Digital Thread from Design to Inspection Using MBD, QIF, and PC-DMIS17.2.2026 19:50:00 CET | Press release
Capvidia, a global leader in Model-Based Definition (MBD) and model-based interoperability, announced it will co-host a live webinar with Hexagon focused on creating a seamless digital thread that connects design, production, and inspection using MBD, the Quality Information Framework (QIF), and Hexagon’s PC-DMIS metrology software. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260217927277/en/ Connecting design to inspection—without the rework. Capvidia + Hexagon show how MBD + QIF power a real digital thread into PC-DMIS for faster, traceable, more accurate inspection. Titled “Connected for Success: Unlock seamless data flow and precision from design to inspection”, the webinar will take place on Wednesday, February 25, 2026, at 9:00 AM EST / 2:00 PM GMT. Attendees will see a practical demonstration of how an integrated approach can reduce manual data entry, minimize translation errors, preserve design intent, and improve
ProAmpac Pushes the Limits of Fiber Packaging with New High Barrier Packaging Innovation Platform17.2.2026 18:08:00 CET | Press release
ProAmpac, a global leader in flexible packaging and material science, announces the expansion of its ProActive Recyclable® RP-2000 High Barrier Series. This curbside recyclable, fiber-based packaging platform is designed to help brands transition away from traditional non-recyclable high-barrier multilayer structures, such as paper/foil, paper/metalized polyethylene terephthalate (METPET), and certain film laminations. The RP-2000 platform provides strong barriers to oxygen and moisture, making it well-suited for sensitive dry food products such as oatmeal, granola, cereal, spices, snacks, dried fruits, and nuts. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260217779741/en/ ProAmpac's RP-2000MHB Series “Supporting the growing Fiberization of Packaging® movement, and as adoption of fiber-based structures accelerates, it is critical that ProAmpac continues to expand the functional performance envelope of paper-based material
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