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
Andersen Consulting tilføjer Multiplica3.4.2026 13:30:00 CEST | Pressemeddelelse
Andersen Consulting indgår en samarbejdsaftale med Multiplica, et digitalt konsulentfirma, der hjælper organisationer med at designe, bygge og skalere effektfulde digitale oplevelser. Multiplica, der er stiftet i Spanien og desuden har aktiviteter i Latinamerika og USA, fokuserer på brugerundersøgelser og behovsafdækning, research af kundeoplevelser, digital strategi, datamodellering og -analyse, rapportautomatisering og datavisualisering, konverteringsoptimering, produktdesign og design af brugeroplevelser. Virksomheden hjælper organisationer med at fremskynde den digitale transformation ved at opbygge digitale kompetencer, teams og aktiver, der fremmer ekspertise på tværs af digitale produkter, rådgivning og talentudvikling. Multiplica gør det muligt for kunder at prognosticere nye tendenser inden for digitale oplevelser og transformere deres forretninger gennem styrkede digitale kanaler og kundeengagement. "Samarbejdet med Andersen Consulting udgør en spændende mulighed for at udvid
Enry’s Island Unveils “Enry’s Island Adventures”: Venture Capital Becomes a Videogame and Launches the “Strap” Movement on Kickstarter3.4.2026 09:47:00 CEST | Press release
Gaming, finance, and lifestyle merge to democratize the startup ecosystem: Enry’s Island opens 2026 applications for game development studios seeking more than just capital. Enry’s Island SpA (WBAG: EIOS), the world’s first publicly traded Venture Builder, today announced the upcoming Kickstarter launch of Enry’s Island Adventures (EIA), developed by its New York-based portfolio company, Enry’s Island Adventures LLC. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260402548535/en/ The game is designed to make venture capital accessible to new generations, transforming startup creation into an engaging and social gaming experience. After three years of R&D, EIA introduces a "bleisure" model (business + leisure): players learn to launch and manage startups through gameplay that includes real business KPIs, a customizable and evolving personal island, synchronous and asynchronous multiplayer modes, social events, and community-d
SES Announces Results of the Annual General Meeting2.4.2026 16:49:00 CEST | Press release
SES (the “Company”) held the Annual General Meeting (“AGM”) of Shareholders today in Betzdorf, Luxembourg. Following the recommendations made by the Board of Directors of SES, the shareholders have voted in favor of all resolutions, including the Company’s 2025 annual accounts and the proposed annual dividend of EUR 0.50 per A-share (EUR 0.20 per B-share). The total dividend amount comprises the interim dividend of EUR 0.25 per A-share (EUR 0.10 per B-share), which has already been paid to shareholders on October 16, 2025. The final dividend of EUR 0.25 per A-share (EUR 0.10 per B-share) will be paid to shareholders on April 16, 2026. “I would like to sincerely thank our shareholders for their active engagement, visionary support and continued confidence in SES’ strategy,” said Adel Al-Saleh, CEO of SES. “The outcomes of today’s AGM underscore our shared commitment to a bold multi-orbit approach, with Medium Earth Orbit as the strategic backbone of a dynamically evolving global interco
Andersen Consulting styrker sine kompetencer med tilføjelsen af Lukkap2.4.2026 16:31:00 CEST | Pressemeddelelse
Andersen Consulting tilføjer samarbejdspartneren Lukkap, et konsulenthus med fokus på oplevelsesdrevne kompetencer, der er tilpasset kundernes skiftende behov inden for transformation af medarbejdere, kunder og det digitale område. Lukkap, der blev stiftet i 2009 og har hovedsæde i Spanien, leverer integrerede løsninger, der hjælper organisationer med at transformere, hvordan de betjener kunder, engagerer medarbejdere og frigør værdi gennem adfærdsindsigt og dataanalyse. Virksomhedens tværfaglige tilgang spænder over nytænkning af kunderejsen, effektive programmer for medarbejderoplevelser, talent- og ledelsesudvikling, prædiktiv analyse samt omfattende outplacement- og transitionsydelser. Lukkap arbejder på tværs af sektorer — herunder sundhedsvæsen, medicinalindustri, forbrugsgoder, detailhandel, finans og bankvæsen — for at opbygge menneskecentrerede strategier, der skaber målbare forretningsresultater. "Ved at kombinere vores erfaringsdrevne metode med Andersen Consultings globale
Forrester: Three Years Into GenAI, Enterprises Are Still Chasing Its True Transformative Value2.4.2026 16:00:00 CEST | Press release
Low AI fluency, uneven adoption, and marginal productivity gains are limiting enterprise-scale impact According to Forrester’s (Nasdaq: FORR) latest report, Accelerate Your AI Voyage, most enterprises are struggling to turn growing AI adoption and investment into measurable business impact. One of the key factors holding businesses back is low artificial intelligence quotient (AIQ) — Forrester’s measure of AI aptitude — with many employees lacking a clear understanding of how to use AI. Other barriers include an overemphasis on productivity-focused use cases, difficulty measuring impact, and siloed adoption within individual functions. While these challenges can leave firms frozen in doubt or indecision, the wait-and-see approach to AI adoption is no longer viable. To unlock AI’s full potential, organizations need to focus on four key areas: Define the business outcomes and success metrics for what they want AI to achieve; identify specific use cases for AI deployment aligned to those
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