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
RoslinCT Awarded £7.25 million Scottish Enterprise R&D Grant to Advance Digital Cell Therapy Manufacturing6.10.2026 08:00:00 CEST | Press release
RoslinCT, a leading global cell therapy Contract Development and Manufacturing Organization (CDMO), today announced it has been awarded a Research & Development grant from Scottish Enterprise to accelerate the digital transformation of its manufacturing operations in Scotland. The funding, supported by a Scottish Enterprise R&D grant of up to £7.25 million, forms part of RoslinCT's ambitious digital expansion plan, a multi-year initiative designed to enhance the company's integrated digital and AI capabilities and further strengthen Scotland's position as a global hub for advanced cell and gene therapy manufacturing. The programme will enable the development of a digitally integrated manufacturing environment, improving operational efficiency, data connectivity and manufacturing excellence across RoslinCT's operations. By creating a more connected and data-driven manufacturing environment, RoslinCT will be better positioned to support clients throughout the product lifecycle, helping b
30 Years of Restylane®: Reshaping the Aesthetics Field Through Science-Led, Patient-Centric Innovation6.10.2026 07:00:00 CEST | Press release
Galderma celebrates the 30th anniversary of Restylane, its pioneering range of hyaluronic acid (HA) injectables that established the category as the first to market1 With three decades of innovation across technology, packaging, and treatment areas, Restylane continues to meet growing aesthetic needs, including emerging areas such as medication-driven weight loss, skin quality and menopause1-11 This year’s milestones include the approvals of Restylane Shaype™ in the European Union (EU) for enhancement of the chin region, the new state-of-the-art Restylane syringe in the EU, United States (U.S.), and Canada, and Restylane Volyme™* in the U.S. for temple hollowing, with a dual-layer patent-pending technique leveraging both needle and cannula12-18 With more than 80 clinical trials, 180 publications, around 407,000 patients evaluated for safety, and 77 million treatments administered worldwide, Restylane remains a pioneer in science-backed aesthetic innovation and continues to shape the fu
Posiflex Unveils AI-Powered SCO Series Kiosk to Accelerate the Future of Self-Service Retail6.10.2026 04:33:00 CEST | Press release
A modular, smarter self-checkout platform engineered for weighing, RFID, and loss-prevention automation across diverse retail environments Posiflex Technology, Inc., a global leader in Point of Sale (POS) systems and Online-to-Offline (O2O) solutions, proudly introduces the SCO Series Self-Service Kiosks, an AI-powered platform designed to redefine self-service retail by offering flexible system configurations that support either precise weighing-scale transactions or RFID-enabled automated checkout. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261004628458/en/ Posiflex Unveils AI-Powered SCO Series Kiosk to Accelerate the Future of Self-Service Retail Built to address the evolving needs of both traditional fresh-goods environments and modern RFID-driven retail concepts, the SCO Series enables retailers to elevate operational accuracy, accelerate checkout processes, and future-proof store deployments through modular archit
Cities Integrating AI Into Public Services With No Common Framework for Assessing Readiness, Oxford Insights Finds6.10.2026 04:00:00 CEST | Press release
Organisation behind the Government AI Readiness Index proposes a City AI Readiness Index, based on a new study of Abu Dhabi Cities are integrating artificial intelligence into public services and operations with no shared framework for measuring or comparing how prepared they are to do so safely, effectively or accountably. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261005281462/en/ Cover of Oxford Insights' latest report on City AI Readiness. (Graphic: AETOSWire) Existing global indices compare countries on legislation, investment and research output, but the AI efforts happening at city level – the level of government where the technology most directly shapes daily life – are not systematically captured. To start closing that gap, Oxford Insights researchers studied AI readiness across six cities. They found that all share the same core priorities, from governance and funding to talent and infrastructure, but take dist
NEG Develops “BDX-3,” a New Starveil™ Ultra-thin Cover Glass for a Wider Range of Space Environments6.10.2026 03:00:00 CEST | Press release
Nippon Electric Glass Co., Ltd. (NEG) (TOKYO: 5214) has developed “BDX-3,” a new Starveil™ ultra-thin cover glass for space applications. BDX-3 is designed to reduce radiation-induced discoloration while providing greater ultraviolet (UV) shielding performance than BDX-2. While primarily intended for low Earth orbit (LEO), it can also be used in medium Earth orbit (MEO) and high Earth orbit, making it suitable for a wider range of space environments. Samples are now available for purchase, and NEG aims to achieve commercial adoption of BDX-3 in satellites and other spaceborne equipment. About BDX-3 Satellites and other equipment operating in space are exposed to intense UV radiation and other forms of radiation. Low Earth orbit is widely used for Earth observation and communications, medium Earth orbit for positioning systems, and high Earth orbit for communications and weather observation. Cover glass used in these environments must not only protect precision equipment from harsh cond
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