Aspect Software, a provider of native customer engagement, workforce optimization, and self-service solutions, has announced multiple cloud workforce optimization (WFO) contracts won in 2017 amounting to nearly 100,000 contact center agent seats, the company said.
The solutions will consolidate many disparate customer care organizations operating their own WFO systems, onto single Aspect platforms.
All of the solutions include Aspect Inform, a mobile tool for agents to give them greater schedule management flexibility and shift change versatility. By automating much of the shift changes agents create, the time-consuming task of schedule management is dramatically reduced, freeing up supervisors to focus on other responsibilities.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.