Call Center Scheduling Feature Article
September 12, 2012
Aspect Mobile Workforce Management Solution Helps Call Center Managers with Scheduling
By Tabitha Naylor, Contributing Writer
Customer contact, workforce optimization and Microsoft (News - Alert) platform solutions provider Aspect Software recently launched a completely customizable mobile app built for supervisors and managers in call centers. The application is called the Aspect Workforce Mobile solution.
The Aspect Workforce Mobile solution has no compatibility issues with Android, Windows or Apple (News - Alert) iOS devices, and offers easy access to the Aspect Unified IP and Aspect (News - Alert) Workforce Management system. Aspect Unified IP provides a full array of customer contact capabilities for inbound and outbound calls, as well as a voice portal and multi-channel self-service with unified communications coupled with collaborative features.
With the Aspect Workforce Mobile Solution, supervisors and managers will now be able to execute tasks as if they were on the call center floor. Data including call handling statistics, agent monitoring and agent shift scheduling is available in real time from a centralized dashboard. The mobile solution encourages remote site working, which some studies report promotes a higher level of productivity than when employees are at their offices and desktops.
Aspect’s goal is to decrease overhead and internal costs, while simultaneously increasing productivity at the management level by allowing supervisors to access and accept information, as well as perform many other processes, all from the convenience of a mobile device.
"With today's workforce becoming more remote, this allows them to be more productive. Bringing these kinds of abilities to the contact centre is essential today,” said Matt Brown, Aspect’s director of the professional services team.
The Aspect Workforce Mobile Solution is one of the first applications developed by the company using its development framework, Aspect Applications Foundation. This framework is capable of multi-channel integration and workforce optimization solutions with Microsoft platforms like Lync, SharePoint or Dynamics CRM.
Through the Aspect Applications Foundation, managers and supervisors using the Aspect Workforce Mobile can customize and modify it based on their preferences, which is an added benefit to an already robust platform.
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Edited by Amanda Ciccatelli