Aspect Workforce Mobile Reduces Internal Costs and Provides Real-Time Notifications

Aspect (News - Alert) Software, a provider of customer contact, workforce optimization and Microsoft platform solutions, has released Aspect Workforce Mobile, a customizable mobile application for contact center supervisors and managers. The app provides immediate access to your Aspect Workforce Management system directly from your smartphone.

Targeted for the increasingly mobile workforce, this customizable application is compatible with Apple iOS, Android (News - Alert), and Windows devices. It reduces internal costs by providing Aspect Workforce Management critical updates to ensure accurate intraday schedules, allows management team access to the information they need on the floor, at their desk or at home and allows management to notify their team or the entire contact center with easy to use real-time notifications.

Aspect Workforce Mobile "empowers contact center management to understand critical statistics and make decisions wherever they may be," said Matt Brown, director of the professional services team at Aspect. "They want to be able to manage their part of the business from anywhere."

With this solution, they can do virtually all that they would do if they were on the contact center floor. For example, they can view intraday or real-time statistics about call handling, average speed of answer, or service levels, see the states that agents are in, move them around, or ping them if they're in one state for too long.

"It delivers the standard data that any contact center manager would want," Brown said. "But it's not just about showing data. It takes it a step further and gives supervisors the ability to interact with other Aspect products.”

The application allows access to critical information and is able to securely process updates directly to the system from the mobile device, decreasing internal costs and administrative overhead while increasing management's productivity.

"With today's workforce becoming more remote, this allows them to be more productive," Brown stated. "Bringing these kinds of abilities to the contact center is essential today."

This new mobile workforce management application is one of the first developed using Aspect's recently announced development framework, Aspect Applications Foundation, which brings together the company's multichannel interaction management and workforce optimization solutions with Microsoft (News - Alert) technologies, such as SharePoint, Lync, and Dynamics CRM. This new development platform centralizes access to application programming interfaces and provides access to relevant data from both interaction management and workforce optimization in real time. With Aspect Applications Foundation, customers can modify Aspect Workforce Mobile, or any application, on their terms.

"This multi-platform mobile application is just one example of a series of innovative solutions Aspect is introducing, and it represents the kind of customer collaboration driving our ability to deliver high-value solutions," said David Herzog, vice president of professional services at Aspect, in a statement. "The Aspect Workforce Mobile application, through the new Aspect Applications Foundation, draws on true next-generation technologies to enable Aspect to deliver a rich user experience across multiple smartphone platforms powered by Aspect's transformative underlying workforce management capabilities."

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