• June 19, 2015
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Aspect Software and LiveVox Combine Contact Center Solution with Workforce Management in the Cloud

Aspect Software, a provider of fully integrated customer interaction management, workforce optimization, back-office, and cloud solutions, and LiveVox, a provider of cloud contact centers solutions, have teamed up to make Aspect Engagement Quotient (EQ) Workforce Management available directly from LiveVox in the Aspect Cloud and pre-integrated with the LiveVox platform.

The combined solution accelerates and simplifies the integration between these two cloud platforms, enabling contact centers to manage outbound, inbound, and self-service interactions with the right number of agents with the right skills, and at the right time.

Using Aspect EQ Workforce Management with LiveVox capabilities, contact centers can take advantage of a rich set of advanced outbound WFM features, such as multiple trial schedules for testing new outbound calling scenarios and complex employee preferences for accommodating agent schedules.

The Aspect-LiveVox solution delivers advanced contact center capabilities via a simple cloud model. With it, contact centers can do the following:

  • project staffing requirements, incorporating statistics from actual outbound and inbound calling campaigns;
  • create multiskill staffing plans;
  • monitor real-time adherence and compare staff performance with the plan; and
  • adjust resources to meet changing demands in real time.

"Aspect EQ Workforce Management gives customers all of the benefits of cloud delivery," says Mike Bourke, senior vice president and general manager of workforce optimization solutions at Aspect. "Now any sized contact center can experience the benefits of a feature-rich, flexible, and scalable workforce management solution."

Bourke says the partnership with LiveVox is the continuation of a much larger move across the company to enhance its cloud offerings. "We really rebooted the company about two or three years ago, and a lot of that was about moving our business to the cloud," he says. "We're realigning ourselves to deliver solutions in any way that the customer wants, whether that's on premises, in the cloud, or as a hybrid of the two."

LiveVox, like Aspect, "has a very strong cloud presence," he adds.

"We developed our platform APIs so that clients and partners can take advantage of our cloud architecture while adding capabilities tailored for their business," said Fabrice Della Mea, LiveVox's vice president of product management, in a statement. "Our joint solution with Aspect is a great example of this larger value proposition. Not only did we integrate the technology platforms, but also we collaborated on a new monthly flex model for WFM capacity so enterprises can add short-term campaigns or manage seasonal growth in the most cost-effective manner."

The deal really extends the capabilities of both companies' offerings. "It's helping round out their portfolio and ours," Bourke says.

"I know LiveVox has had a lot of demand for WFO capabilities," he adds.

For Aspect and LiveVox, the partnership is a natural fit. Both companies are owned by Golden Gate Capital, a San Francisco venture capital firm. "Having that close relationship allows us to do some really good things for our mutual customers," Bourke says.

And because of the connection between the two companies, Bourke anticipates other integrations and expanded joint product offerings down the line.

Aspect in February launched Aspect EQ version 8.1 of its workforce optimization suite, which includes enhancements to Aspect EQ Workforce Management, Aspect EQ Recording, Aspect EQ Quality Monitoring, and Aspect EQ Performance Management.

Just last week, Aspect announced a partnership with Fonolo to bring Fonolo’s multichannel call-back capabilities to call centers. 

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