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
Stefanini Honored at ISG Women in Digital Awards EMEA as Natalia Chiritescu Wins Bronze Luminary for AI Leadership16.10.2025 17:23:00 CEST | Press release
Recognition underscores Stefanini’s AI-First strategy and global commitment to accelerating digital transformation through innovation and inclusion. Information Services Group (ISG) has honored Stefanini at the Women in Digital Awards in EMEA, celebrating Natalia Chiritescu. Chiritescu, Digital Solutions Center (DSC) Director for EMEA, NA, & APAC, was awarded “Bronze Luminary” in the AI Champion category recognizing AI adoption and enablement impact. The ISG Women in Digital Awards program, launched in the Americas in 2022, was expanded in 2023 to the Europe, Middle East and Africa (EMEA) and Asia Pacific regions, including India. In 2025, the global program had a total of 536 finalists and winners were announced on September. “The Women in Digital Awards aim to elevate and connect visionary women across the tech landscape. Natalia Chiritescu’s achievement is a testament to the program’s purpose: to foster collaboration, innovation, and diversity, empowering leaders to drive AI-enabled
CyberArk Named a Leader in the 2025 Gartner® Magic Quadrant™ for Privileged Access Management16.10.2025 17:06:00 CEST | Press release
CyberArk is recognized as a Leader for the seventh consecutive time.CyberArk's view is that recognition underscores the company's vision and innovation in the PAM market.CyberArk Identity Security Platform secures all identities with modern privilege controls. CyberArk (NASDAQ: CYBR), the global leader in identity security, today announced it has been named a Leader in the 2025 Gartner® Magic Quadrant™ for Privileged Access Management1. Recognized as a Leader for the seventh consecutive time, CyberArk is positioned furthest in Completeness of Vision which, from the company's standpoint, reflects CyberArk's commitment to defining the future of privilege access management (PAM), where every identity is protected with flexible as-needed access, smart AI-driven privilege controls, and unified security across both cloud and on-premises systems. The report evaluates tools that manage privileged access for both humans and machines. The CyberArk Identity Security Platform enables organizations
HistoSonics Announces Oversubscribed $250 Million Growth Financing16.10.2025 16:00:00 CEST | Press release
With backing from Peter Thiel, K5 Global, Jeff Bezos, and Wellington Management, among others, HistoSonics is positioned to expand globally across new clinical applications HistoSonics, Inc., the developer of the Edison® Histotripsy System and novel histotripsy therapy platform, today announced the closing of an oversubscribed $250 million financing led by its new ownership group and included additional investors Thiel Bio and Founders Fund, among others. The financing will support the ongoing commercial expansion of HistoSonics’ Edison System into new global markets, accelerate new clinical indications throughout the body, and strengthen operational capacity for the next phase of growth. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251016119331/en/ HistoSonics Non-Invasive Edison Histotripsy System Image credit: HistoSonics This funding follows the recent $2.25 billion majority stake acquisition of HistoSonics by a consor
The Estée Lauder Companies’ Oevel Manufacturing & Fulfillment Campus Celebrates 60 Years of Excellence and Innovation16.10.2025 15:01:00 CEST | Press release
The Estée Lauder Companies Inc. (NYSE:EL), today celebrated the sixtieth anniversary of its Manufacturing & Fulfillment Campus in Oevel, Belgium. Since its opening in 1965, the Oevel Campus has developed into a state-of-the-art manufacturing, fulfillment and biotech hub. Today the campus serves as a cornerstone of the company’s global value chain and is one of its largest manufacturing facilities by volume, annually producing over 100 million prestige beauty products, which are then shipped to more than 100 countries. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251016330616/en/ The Estée Lauder Companies celebrates 60th anniversary of its Manufacturing & Fulfillment Campus in Oevel, Belgium “Nearly sixty years ago, my grandparents, Estée and Joseph Lauder, laid the cornerstone of our first facility here in Oevel, establishing what would become a vital part of our global operations,” said William P. Lauder, Chair, Board of
New Roquette Pharmaceutical Innovation Center to Strengthen Latin America as Collaborative Hub16.10.2025 15:00:00 CEST | Press release
The Health & Pharma Solutions facility offers state-of-the-art laboratory and training rooms for customers Roquette, a global leader in plant-based ingredients and pharmaceutical excipients for health, nutrition and bio industrial markets, today, celebrates the grand opening of its dedicated Health & Pharma Solutions Innovation Center in São Paulo, Brazil. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251016102423/en/ Credits to Roquette Located in Barueri, near São Paulo’s city center, the state-of-the-art facility represents a multi-million-dollar investment and reinforces Roquette’s commitment as the pharmaceutical industry’s go-to partner for the development of drug delivery solutions that contribute to life-saving therapies. The center will enable scientific experts to leverage advanced tools, technologies, and expertise to deliver tailored solutions to customers. “Roquette’s new Pharmaceutical Innovation Center in São
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