Understanding that today's consumer is hyper-connected to the world around them and that consumers today regularly access advanced technology to communicate, Aspect Workforce Optimization offers contact centers a single powerful platform to better connect with their customers and provide an engaging, successful customer contact experience every time.
Consumers in today's market expect immediate access to information or, if they can't access it themselves, they want a knowledgeable source to provide them with what they want, right away. This immediacy results in rapid changes in demand levels for contact centers. Not having enough agents on hand can lead to higher expenses, as well as a drop in customer acquisition, satisfaction, and retention levels which affects both shareholders and stakeholders.
Aspect Workforce Optimization solution provides an innovative way to manage these customer expectations, helping contact centers reduce the cost per customer interaction, while also improving each customers' experience. This workforce optimization solution brings together contact center agents, back-office staff, and management-level teams to enable powerful collaboration. By fully integrating workforce and performance management, contact centers can more effectively allocate resources, track agent performance, and ensure quality customer interactions across both a centralized and distributed environment.
Aspect Workforce Optimization is designed to meet the challenges of today's growing contact center, while offering a platform that can evolve as the market changes.