Aspect Offers New Hosted Offering to Workforce Optimization Platform

Aspect, a provider of customer contact, enterprise workforce optimization and Microsoft (News - Alert) platform solutions, recently revealed its new hosted offering, Aspect On Demand, to its workforce optimization platform. The solution allows contact centers to leverage Aspect’s (News - Alert) customer interaction and workforce optimization capabilities through secure, managed data centers.

The Aspect workforce optimization platform delivers strategic workforce planning, workforce scheduling, quality and performance management, recording, surveying, coaching, eLearning and analytics to help you improve productivity and reduce costs in your front- and back-office operations.

Using a hosted environment, companies can engage with their customers, eliminate initial capital investments, and minimize the use of internal IT resources associated with installing, housing and managing customer engagement technologies. Aspect On Demand provides the flexibility to select specific functionality and agent capacity based on current business needs and applies security measures to protect customer data, including personally identifiable information.

"With our Aspect On Demand solution, we are giving our customers the ability to implement customer interaction software on their own terms," said Serge Hyppolite, vice president of product management, Aspect. "Our aim is to provide flexible options for customers who are striving to deliver the total customer experience through Aspect's full suite of products and solutions for next-generation customer contact."

In 2011, the hosted call center services market in North America reached $23 billion. As companies continue to adopt hosted solutions, Aspect adapts to their demands and offers customers the flexibility to choose on-site, hybrid or fully off-premise hosting for the call center. The offering delivers interaction channels and workforce optimization capabilities including inbound, outbound or blended voice, Web chat, advanced list management, workforce management, voice recording and IVR-based self-service. Aspect On Demand also includes benefits such as high availability and business continuity, seamless customer service during seasonal influx, and scalable technology adoption.

Products included in the workforce optimization platform are workforce management, quality management and performance management. Enabled with unified communications, Aspect Workforce Management improves employee productivity by uniting with Aspect’s interaction management platform to route tasks to available agents using workflow capabilities. The Quality Management product delivers full-time encrypted voice and screen recording and quality management scorecards, offering Web-based customer surveys and Aspect Speech Analytics to extract deep and meaningful business intelligence directly from recorded voice interactions.