• July 20, 2012
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Aspect Releases Mobile Workforce Management Solution

Aspect Software, a provider of customer contact, workforce optimization, and Microsoft platform solutions, has released Aspect Workforce Mobile, a customizable mobile application for contact center supervisors and managers.

Targeted for the increasingly mobile workforce, this customizable application is compatible with Apple iOS, Android, and Windows devices and provides immediate access to both Aspect Unified IP and Aspect Workforce Management systems.

Aspect Workforce Mobile "empowers contact center management to understand critical statistics and make decisions wherever they may be," says Matt Brown, director of the professional services team at Aspect. "They want to be able to manage their part of the business from anywhere."

With this solution, they can do virtually all that they would do if they were on the contact center floor. For example, they can view intraday or real-time statistics about call handling, average speed of answer, or service levels, see the states that agents are in, move them around, or ping them if they're in one state for too long. "It delivers the standard data that any contact center manager would want," Brown says.

"But it's not just about showing data. It takes it a step further and gives supervisors the ability to interact with other Aspect products," Brown says.

By untethering supervisors from their desktops, the application allows access to critical information and real-time notifications and is able to securely process updates directly to the system from the mobile device, decreasing internal costs and administrative overhead while increasing management's productivity.

"With today's workforce becoming more remote, this allows them to be more productive," Brown states. "Bringing these kinds of abilities to the contact center is essential today."

This new mobile workforce management application is one of the first developed using Aspect's recently announced development framework, Aspect Applications Foundation, which brings together the company's multichannel interaction management and workforce optimization solutions with Microsoft technologies, such as SharePoint, Lync, and Dynamics CRM. This new development platform centralizes access to application programming interfaces and provides access to relevant data from both interaction management and workforce optimization in real time. With Aspect Applications Foundation, customers can modify Aspect Workforce Mobile, or any application, on their terms.

"This multi-platform mobile application is just one example of a series of innovative solutions Aspect is introducing, and it represents the kind of customer collaboration driving our ability to deliver high-value solutions," said David Herzog, vice president of professional services at Aspect, in a statement. "The Aspect Workforce Mobile application, through the new Aspect Applications Foundation, draws on true next-generation technologies to enable Aspect to deliver a rich user experience across multiple smartphone platforms powered by Aspect's transformative underlying workforce management capabilities."

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