Time to Talk Seriously about Speech Analytics in the Contact Center

Get ready for the next big thing in contact center workforce optimization: Speech Analytics.  Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.  In its research, …


Aspect Receives Frost & Sullivan’s 2016 Global Workforce Optimization Solutions Company of the Year Award

Aspect has long been known for its industry leading Workforce Management solutions, but until recently, other components of the Workforce Optimization (WFO) portfolio had a much lower profile.  For the past year and a half, we’ve been hard at work enhancing our WFO feature set and …