Business Wire

Aspect Announces General Availability of Aspect WFO Version 20, the Most Advanced Enterprise Contact Center Solution for the Mobile Workforce

Share

Today, Aspect announced the general availability of Version 20 of its market-leading solution suite, Aspect® Workforce Optimization™ (WFO), including a fully redesigned and simplified workforce mobile user interface, convenient public cloud integrations, faster insights into agent performance and important usability enhancements. This release brings to market the most advanced WFO solution for the mobile contact center workforce. Supervisors will now be able to easily manage employees regardless of location, understand how they are performing, provide employees with the flexibility and ease-of-use they need as their work location becomes increasingly uncertain — and do it all in a convenient, browser-based application.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20200715005508/en/

Aspect ​​​​Workforce Optimization Version 20 (Graphic: Business Wire)

Aspect ​​​​Workforce Optimization Version 20 (Graphic: Business Wire)

“Now, more than ever, Contact Center services are in high demand as consumers drive virtually everything online. Going to 'the office' has new meaning, and agents need to be enabled working from anywhere,” said Michael Harris, Chief Marketing Officer at Aspect. “Our new WFO version 20 answers the call.”

Aspect WFO Version 20 makes the life of the agent-on-the-go so much easier, including features such as:

  • Fully redesigned workforce mobile smartphone user interface that mimics the look and feel of the existing rich web user interface for desktops and laptops to greatly reduce the employee learning curve when transitioning to mobile
  • Enhanced web notifications giving employees the power to fully manage notifications from their personal desktops and mobile phones
  • A more sophisticated and efficient AI for rapidly approving agent requests for schedule changes, especially for intra-day requests, ensuring more agile scheduling
  • Screen pops allow interaction pages to be “popped out” and arranged in a separate window on any active monitor
  • Quick views give users the ability to play back voice and/or screen recordings and even metadata without leaving a search grid
  • Integration of Aspect® Engagement Analytics™ (speech analytics) and Aspect® Performance Management™ (APM) to surface quality problems by analyzing 100% of conversations, dramatically speeding the time to insight
  • Heat maps that rapidly identify poor agent performance and great agent performance for consequent coaching or recognition

Jon Malinowski, VP Customer Solutions at Asurion, an Aspect customer, expressed the value that mobile capabilities bring to his workforce: “Proactive notifications and the ability to respond via mobile devices help each agent achieve a better work-life balance by understanding individual agent preferences, facilitating their mobile lifestyles, and saving them time. The result is better agent engagement, higher morale and lower turnover.”

Aspect continues to lead in Enterprise Cloud Contact Center solutions, and the Version 20 release of WFO extends Aspect’s existing WFM cloud footprint with:

  • Ability to scale workforce management solutions in the Microsoft Azure cloud to 15,000 users, the same capacity as currently possible with the AWS cloud
  • Simplified database migration from Aspect WFM on-premises delivery to Aspect Via® WFM™cloud delivery
  • Standardized interfaces for common cloud contact center platforms including Twilio Flex, Five9, NICE inContact and Zendesk (in addition the existing Amazon Connect interface)
  • Use of low-cost Azure Blob storage to exchange information with outsourcers in the Aspect® Workforce Management - Encompass™ application

Ease of use has been a primary focus of Aspect WFO products for many years. Now with an increased number of agents working remotely, Aspect is providing contact centers with richer insight into adherence, productivity and performance of today's mobile workforce, wherever they are located.

For more information on Aspect Workforce Optimization and the mobile workforce, visit https://www.aspect.com/call-center-solutions/workforce-optimization/wfo-20

About Aspect

Aspect is on a mission to simplify and improve customer engagement. Our enterprise software is used by millions of agents every year and supports billions of consumer interactions around the world. Our best-of-breed contact center and workforce optimization applications help companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable solutions for self-service and live interaction management and workforce optimization are available on-premises or in any hosted, private or public cloud environment.

For more information, visit www.aspect.com. Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com

Contact information

Michael Harris, Aspect Software CMO 
602-586-5810 
press.inquiry@aspect.com

About Business Wire

Business Wire
Business Wire



Subscribe to releases from Business Wire

Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.

Latest releases from Business Wire

Pacific Drilling Commences Voluntary Chapter 11 Proceedings; Restructuring Support Agreement to Eliminate All $1.1 Billion of Bond Debt; World-wide Operations Expected to Continue as Usual31.10.2020 00:52:00 CETPress release

Pacific Drilling S.A. (NYSE: PACD) announced today that it and certain of its domestic and international subsidiaries have filed voluntary petitions for relief under Chapter 11 of the United States Bankruptcy Code in the United States Bankruptcy Court for the Southern District of Texas and have entered into a restructuring support agreement with an ad hoc group of the largest holders of its outstanding bond debt. This consensual financial restructuring transaction will eliminate the Company’s approximately $1.1 billion in principal amount of outstanding bond debt through the cancellation and exchange of debt for new equity in the reorganized Company. The Company also announced today that it has repaid its $50 million first lien superpriority revolving credit agreement with Angelo, Gordon Energy Servicer, LLC, as administrative agent and the lenders party thereto. With approximately $120 million of cash and cash equivalents as of October 30, 2020, and seven of the most advanced high-spe

Homestead Capital Closes Fund III at Target, Surpasses $1 Billion in Cumulative AUM31.10.2020 00:07:00 CETPress release

Homestead Capital USA LLC (“Homestead”), a private equity firm investing in farmland in the United States, has held a final close of its third fund, Homestead Capital USA Farmland Fund III, L.P. (“Fund III”), with $596 million in capital commitments. With these additional commitments, the firm has surpassed $1 Billion in AUM across its three funds. “We are grateful for the support and opportunity to invest on behalf of our broad range of returning and new investors,” said Dan Little, Co-Founder and Co-CEO of Homestead. “We are humbled by our limited partners’ confidence in us as investors. Fund III represents an endorsement of our ability to drive positive investment outcomes and act as long-term stewards of our limited partners’ capital.” “The United States farmland market continues to undergo a transition that presents many attractive investment opportunities,” said Gabe Santos, also a Co-Founder and Co-CEO of Homestead. “Our strategy is uniquely suited to create value by utilizing o

Bennett Goodman and Avi Kalichstein Launch Hunter Point Capital to Invest in Alternative Investment Managers30.10.2020 19:03:00 CETPress release

Bennett Goodman and Avi Kalichstein today announced the formation of Hunter Point Capital LP (“HPC”), an independent investment firm seeking minority stakes in middle-market alternative asset managers. As part of the launch, HPC has formed a strategic partnership with a group of leading global investment entities associated with Jacob Rothschild. "I am thrilled to initiate this next phase of my career with such an exceptional team. Our HPC partnership seeks to leverage our collective expertise as investors and business builders to cultivate the next generation of outstanding investment franchises,” said Goodman. “Our goal is to help general partners achieve their long-term business objectives faster and with more certainty.” “At our core, Hunter Point Capital is focused on investment excellence. We seek managers with proven track records, who will benefit from a strategic, impact-oriented partner,” said Kalichstein. “There is an expanding universe of high-performing investment manageme

Code:n@xt: PROCAD to Lift the Veil on a New PLM Generation30.10.2020 17:31:00 CETPress release

On November 11, 2020, PRO.FILE next, the next product generation by PROCAD will be officially launched. At 11:00 AM EST, 10:00 AM CET, the groundbreaking, cloud-enabled platform for the digital transformation of business processes will be presented to the public for the first time at Code:n@xt, a must-attend event for anyone interested in digital transformation, information and product lifecycle management. PROCAD's managing directors, strategists, business developers, and developers will come together for Code:n@xt to present PRO.FILE next – whose code will change the world of PLM software. The online event will feature breakout sessions and a live demo of the new system, take a look at today's market demands and digital transformation trends, and give attendees the opportunity to chat with the company's experts. Where does digital transformation start? Where does a PLM platform as a Product Data Backbone fit into it? How do you build an information twin as a digital replica of a piec

INX Applies for Listing on the Canadian Securities Exchange (CSE)30.10.2020 14:00:00 CETPress release

INX Limited (“INX”) today announced its application for listing of its digital security, the INX Token, on the Canadian Securities Exchange (“CSE”). The listing application is subject to the approval of the CSE. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20201030005313/en/ Shy Datika, Co-Founder and President at INX (Photo: Business Wire) INX recently launched the first SEC-registered digital security IPO for both retail and institutional investors. INX intends to use the net proceeds from the IPO for a launch of a regulated trading platform for digital assets and provide novel trading and capital raising financial instruments to enterprises in collaboration with traditional exchanges worldwide. The CSE is a proponent of exchange-listed digital securities and continues to work towards additional services in connection with the post-trade processes for these securities. Richard Carleton, CEO of the CSE has stated that “The

Veracyte Announces New Data Published in Journal of Clinical Oncology Suggest the Prosigna Breast Cancer Test’s Genomic Underpinning Drives Prognostic Performance30.10.2020 13:15:00 CETPress release

Veracyte, Inc., (Nasdaq: VCYT) announced today that findings from the first study evaluating the molecular drivers underlying multiple prognostic genomic breast cancer tests were published in the Journal of Clinical Oncology (JCO). Results suggest that the genomic underpinnings of Veracyte’s Prosigna® Breast Cancer Gene Signature Assay, particularly the test’s relative weighting of genes predicting tumor proliferation, may explain the classifier’s previously demonstrated, higher likelihood of predicting long-term risk of recurrence among certain breast cancer patients, compared to other breast cancer tests. The study compared the commercial forms of four breast cancer recurrence-risk tests: the PAM50-based Prosigna Risk of Recurrence (ROR), the Oncotype DX Risk Score (RS), EndoPredict (EP) and Breast Cancer Index (BCI). It expands upon a previous evaluation of these same tests using an identical dataset, which compared their ability to accurately predict 10-year distant disease recurre

In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.

Visit our pressroom