Aspect Software, a provider of customer contact and enterprise workforce optimization, has launched Workforce Management 7.5, an advanced, integrated workforce management product and the newest iteration of the Workforce Management 7 platform.
Workforce Management 7.5 improves up Aspect's WFM platform by offering self-service shift bidding coupled with features for supervisors to use shift bidding approval strategies to incentivize top performers. Not only does this provide more flexibility for at-home agents who have unique scheduling requirements, it also provides the ability to reward and recognize agent achievements.
Workforce Management 7.5 integrates with virtually any contact center's interaction management infrastructure. For Aspect Unified IP 7.1 (Tiger Shark) users, it can also lower the total cost of ownership with features such as automatic prerequisite software delivery, more robust patching capabilities, and streamlined silent installation that reduce deployment time and resources.
Workforce Management 7.5 offers the following additional enhanced features:
Expanded intraday shrinkage analysis: Remotely analyze intraday shrinkage at any time to determine if agents are working as expected and calculate statistics and allocate intraday performance forecasts in one operation.
Dynamic Productivity Analysis: Reveal agent trends across time and teams with a new dynamic analysis view of agent productivity information, providing a better understanding of what is not working through root cause analysis.
Supervisor mobility: Manage workforce from anywhere with easy integration with Aspect Workforce Mobile, a customizable mobile application for supervisors and managers that provides immediate access to both Aspect Unified IP and Aspect Workforce Management systems via a mobile device.
"As a market leader in workforce management solutions, the enhancements to the Workforce Management 7 family allow us to continue offering flexible, enterprise-wide technologies for next-generation customer contact while addressing the evolving needs of our customers," says Spence Mallder, senior vice president and general manager of the Workforce Optimization division and chief technology officer at Aspect, in a statement. "With the recent release of Unified IP 7.1 (Tiger Shark) and this release of Workforce Management 7.5, Aspect is providing our customers with the tools to offer exceptional customer experiences."