• June 28, 2013

Aspect Workforce Mobile Brings Workforce Management to Agents

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, has launched Aspect Workforce Mobile, a mobile application designed to give contact center agents greater mobile access to Aspect's Workforce Management solution.

Built on Aspect's dynamic Applications Foundation, the application provides contact center personnel access to critical information, the ability to send real-time notifications, and to process timely updates directly to the enterprise system, from any location.

Aspect Workforce Mobile extends the mobile capabilities already available to managers to contact center agents. Agents can view and make changes to their own schedules and access performance metrics on their smartphones.

Efficient intraday scheduling provides the following benefits:

  • Delivers immediate results through automation without tying up resource time from supervisors or administrators.
  • Enables supervisors to manage employee schedules, view and approve requests, evaluate intraday statistics, and receive real-time alerts from their smartphones.
  • Allows contact centers to respond to unexpected call volumes that require additional agents or take advantage of low volume by offering agents training or the ability to perform additional outbound marketing call campaigns.

"While many departments have adopted mobile technologies and policies that allow for more flexibility, there has been a noticeable lack of really robust mobile applications for contact center agents," said Spence Mallder, general manager of workforce optimization and chief technology officer at Aspect, in a statement. "Drawing on our market leadership in workforce management solutions, we developed Aspect Workforce Mobile to meet our customers' requirements for an application that empowers and not just connects agents. Our customers using the application have already seen how this empowerment translates into a positive impact on productivity and bottom-line results, enabling agents to deliver exceptional customer experiences.

"As the contact center increasingly becomes a strategic centerpiece of the overall customer experience, Aspect Workforce Mobile extends companies' ability to provide a flexible work environment that empowers agents, enables a more productive workforce, and, in turn, allows them to deliver consistently exceptional customer experiences," Mallder added.

CRM Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues