Customer Engagement Center Capabilities: People and Process Optimization

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The omni-channel world has changed the customer service environment into an increasingly complex one to navigate. As organizations continue to embrace the omni-channel customer experience, they need to ensure that their backend workforce capabilities are ready to support it.

Aspect Via provides workforce, quality and performance …

Aspect Workforce Management Takes to the Cloud

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Aspect is taking to the cloud again, and this time they’re taking their 40-year legacy of contact center workforce management with them.  With the availability of Aspect Essential and Aspect Via Enterprise cloud-based customer engagement platforms, Aspect is making Via Workforce Management (WFM) available as …

Taking the Workforce Management Cloud Market by Storm

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Workforce management is the most fundamental and commonly used of the workforce optimization software components.  Historically it’s been an on-premises application, but the past few years have seen some lower functionality WFM solutions delivered from the public cloud.  Aspect is about to turn the workforce …

Why You Need to Upgrade Your Aspect WFM System: Workforce Management Excellence, Part III

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For decades, Aspect Workforce Management has been ranked among the top 3 solutions available on the market. Pelorus Associates recently published a report confirming that Aspect is, in fact, the #1 provider of workforce management systems world-wide. That distinguished award did not happen by accident.  …