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
Wyss Geneva Steps Into Its Next Chapter11.6.2026 13:33:00 CEST | Press release
Dr. Tracy Laabs named Director; Prof. Dr. Erwin Böttinger honored for his transformative leadership The Wyss Center for Bio and Neuroengineering in Geneva is pleased to announce the appointment of Dr. Tracy Laabs as Director, effective July 1st 2026. Dr. Laabs succeeds Prof. Dr. Erwin Böttinger, who leaves behind a fundamentally transformed organization: one that no longer just pursues breakthrough science but systematically turns it into ventures that reach patients. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260611328520/en/ Dr. Tracy Laabs, incoming Director, Wyss Center Geneva Since joining the Wyss Center as Director in April 2023, Prof. Böttinger brought a bold vision: to evolve the Center from a portfolio of promising projects into a disciplined engine for venture creation. Under his leadership, the Center spun off six companies in two years (including ABILITY Neurotech SA and Clee Medical SA in 2025) while simult
BeOne Showcases Landmark Phase 3 Data in CLL Patients Aged 80+ at EHA 2026, Reinforcing BRUKINSA Benefit11.6.2026 13:24:00 CEST | Press release
Nearly two-thirds of patients aged 80+ treated with BRUKINSA remained progression-free at six years, despite advanced age and high-risk featuresNew European patient research reveals safety, disease severity, and effectiveness are the top drivers for first-line CLL treatment decisions – not time on therapy BeOne Medicines Ltd. (Nasdaq: ONC; HKEX: 06160; SSE: 688235), a global oncology company, today announced the presentation of a large Phase 3 dataset in patients with chronic lymphocytic leukemia or small lymphocytic lymphoma (CLL/SLL) aged 80 and older, showing sustained benefit with BRUKINSA after nearly 6.5 years of follow-up, reinforcing its role as the foundational BTK inhibitor. BRUKINSA is the only BTK inhibitor to demonstrate superior efficacy vs. ibrutinib in a Phase 3 trial.1 These data, one of the largest datasets of older patients with treatment-naive CLL, will be presented at the 2026 European Hematology Association (EHA) Congress in Stockholm, Sweden. Amit Agarwal, M.D.,
Takeda’s Zasocitinib Significantly Outperforms Deucravacitinib in Head-to-Head Phase 3 Psoriasis Study, Promising to Redefine Oral Treatment Expectations11.6.2026 13:00:00 CEST | Press release
Once-daily oral zasocitinib demonstrated statistical superiority over deucravacitinib for all primary and key secondary endpoints in plaque psoriasis study More than 35% of zasocitinib-treated patients achieved complete skin clearance (PASI 100) at week 16 – more than 2.5 times the response rate for deucravacitinib Safety profile was consistent with previous studies with no new safety signals identified Takeda (TSE:4502/NYSE:TAK) announced positive topline results for the Phase 3, randomized, multicenter, double-blind study comparing zasocitinib (TAK-279), an investigational, next-generation, highly selective and potent oral tyrosine kinase 2 (TYK2) inhibitor, to deucravacitinib in adults with moderate-to-severe plaque psoriasis (PsO). In the LATITUDE Atlas (TAK-279-PsO-3004) head-to-head study, zasocitinib demonstrated statistical superiority over deucravacitinib for the primary endpoint, Psoriasis Area and Severity Index (PASI) 100 response rate at week 16. The study also demonstrate
Clearlake Expands Liquid Credit Platform With Acquisition of LCM Asset Management’s CLO Contracts11.6.2026 13:00:00 CEST | Press release
Transaction adds 31 CLOs and more than $5 billion of AUM, strengthening Clearlake Credit’s position in liquid credit Clearlake Capital Group, L.P. (“Clearlake” or the “Firm”), a global investment firm managing integrated platforms spanning private equity, liquid and private credit, and other related strategies, today announced that its credit platform, Clearlake Credit, will assume management of CLOs managed by LCM Asset Management, LLC. The transaction adds 31 CLOs representing more than $5 billion of assets under management and increases assets managed by Clearlake Credit to approximately $39 billion across liquid credit, private credit, and other customized credit solutions. The acquisition further broadens the Firm’s capabilities, deepens its relationships with institutional investors, and reinforces its client-centric approach and commitment to seeking attractive risk-adjusted returns across market cycles. Milbank LLP and Dechert LLP represented Clearlake Credit in the transaction
L&T Technology Services, Databricks Partner to Deliver Industrial AI at Scale for Asset-Intensive Industries11.6.2026 12:30:00 CEST | Press release
Partnership brings together LTTS’ expertise in its Sustainability segment and the Databricks platform to accelerate Engineering Intelligence across industrial operations. L&T Technology Services (BSE: 540115, NSE: LTTS), a global leader in AI, Digital & ER&D Consulting Services, today announced a strategic go-to-market partnership with Databricks, the leading Data and AI company, to co-develop and deliver Industrial AI solutions that advance Engineering Intelligence (EI) for asset-intensive enterprises. Anchored in LTTS' Sustainability segment, spanning Process Engineering, Discrete Manufacturing and Industrial Products, the partnership will support Energy, Petrochemicals and Industrials clients globally. As industrial organizations seek to unlock greater value from decades of operational and engineering data, the alliance will combine LTTS’ deep domain capabilities with the Databricks platform to transform complex plant data into Engineering Intelligence - enabling improved asset reli
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