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PerformanceEdge Offers Enhanced Workforce Management Capabilities for
Front- and Back-Office Personnel
CHELMSFORD, MA, Oct 29, 2008 (MARKET WIRE via COMTEX) --
The PerformanceEdge Group, a dedicated Aspect organization comprised
of contact center performance optimization professionals, today
announced that new PerformanceEdge(TM) workforce management
capabilities will be generally available in Aspect eWorkforce
Management 7.2 on 17 December 2008. This release will include more
than 45 new features designed to significantly streamline the
scheduling process and therefore lower operating costs. Furthermore,
Aspect eWorkforce Management 7.2 will offer a new enhancement package
for scheduling physical positions for front- and back-office staff,
as well as provide extended scheduling and assignment capabilities
and enhanced synchronizations with other PerformanceEdge
applications.
The new Aspect eWorkforce Management - Reserve enhancement package
enables users to maximize how they utilize existing workstations as
well as training room facilities to automate the seat planning
process by matching up the right seats with the appropriate agents.
It can reduce real estate and administrative costs by enabling
flexible seating or "hot desking" in an automated fashion. Companies
using Aspect eWorkforce Management - Reserve can assign seats across
teams, floors, sites and facilities automatically, enabling
organizations to reduce their physical footprint, postpone
capacity-adding decisions, and reduce operating costs.
"Workforce management vendors have traditionally focused on
optimizing agent schedules because staffing represents the most
expensive component of a contact center or back-office budget. What
is too often forgotten, however, is the difficulty of managing
physical seats and the associated facility costs," said Robert Kelly,
vice president, PerformanceEdge Group. "Now, PerformanceEdge gives
customers a way to reduce facility costs, while optimizing agent and
supervisor performance and decreasing administration costs, which can
help give these companies a clear-cut competitive advantage in
today's volatile economic climate."
Many customer-requested capabilities are also now available in the
new release of Aspect eWorkforce Management 7.2 which include:
-- Extended Scheduling and Assignment Capabilities with the ability to
create team-based schedules or to schedule for one month at a time.
-- Enhanced Synchronization across all the PerformanceEdge products with
the ability to utilize quality scores and other key performance indicators
(KPIs) to schedule coaching and classroom training sessions, or to
prioritize schedule assignments.
-- Additional eSchedule Planner Enhancements to provide agents with a
new, graphical view of schedules that offers administrators more
flexibility.
"The new features of Aspect eWorkforce Management demonstrate that
Aspect continues to listen to our customers' requests to add value to
PerformanceEdge by helping them gain visibility into capacity
planning and employee scheduling," Kelly added. "And, by leveraging
Aspect eWorkforce Management with other performance optimization
applications, companies will have a more holistic view of its
performance, providing them with the insight and tools they'll need
to make changes to more easily drive improved service, sales and
collections."
Aspect eWorkforce Management is a complete automated solution that
provides the capabilities for forecasting, scheduling and tracking, to
ensure contact centers have the right staff, with the right skills, at
the right time. The end result is increased productivity and revenue,
improved customer service and agent performance, reduced staffing and
operating costs, and increased profits and customer satisfaction.
About PerformanceEdge
PerformanceEdge combines workforce management, recording and quality
management, performance management, campaign management, and coaching
and eLearning to enable organizations to holistically respond to
changing business conditions. The PerformanceEdge applications
dynamically interoperate to help contact center managers consider
everything and act immediately, ultimately making it easier for
inbound, outbound and blended contact centers to control costs,
enhance service levels and align performance with strategic goals.
For more information, visit www.performanceedgesuite.com.
About Aspect
Aspect provides software and consulting services that turn the
potential of unified communications into real business results across
the enterprise and in the contact center. Applying 35 years of
insight and experience, Aspect helps two-thirds of the FORTUNE Global
100, as well as small and medium enterprises, power their business
processes with communications. For more information, visit
www.aspect.com.
Aspect, PerformanceEdge, eWorkforce Management, and Aspect Software
are either trademarks or registered trademarks of Aspect Software,
Inc., in the United States and/or other countries. The names of other
companies and products mentioned herein may be the trademarks of
their respective owners.
Contact:
Jen Tatro
630 227 8191
Email Contact
SOURCE: Aspect Software
http://www2.marketwire.com/mw/emailprcntct?id=C9417943CAFD9454
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