PerformanceEdge Announces General Availability of Aspect eWorkforce Management 7.2 to Help Companies

Friday, 19 December 2008 06:30

The PerformanceEdge Group, a dedicated organisation within Aspect comprised of contact centre performance optimisation professionals, today announced the general availability of enhanced PerformanceEdge™ workforce management capabilities through Aspect® eWorkforce Management™ 7.2. This release offers the new Reserve™ enhancement package, designed for scheduling physical positions for call centre agents and back-office staff. Aspect eWorkforce Management 7.2 also includes more than 45 new features that will improve scheduling processes and therefore lower operating costs.

The Reserve enhancement package enables users to maximise existing workstations, as well as training room facilities, through automating the seat planning process by matching up the right seats with the appropriate agents. This can reduce real estate and administrative costs by enabling flexible seating or “hot desking” in an automated fashion. Through Reserve, companies can easily assign seats across teams, floors, sites and facilities, enabling organisations to reduce their physical footprint, postpone adding unnecessary capacity, and reduce operating costs.

Other customer-requested enhancements that are now available in Aspect eWorkforce Management 7.2 include: extended scheduling and assignment features, enhanced synchronisation with other PerformanceEdge capabilities, and additional eSchedule Planner improvements that provide agents with a new, graphical view of schedules and also offer administrators more flexibility.

Performance Optimisation Quotes on Aspect eWorkforce Management 7.2

• “PerformanceEdge is a great tool for optimising agent schedules and forecasting call volumes,” said Kathie Drayton, director of Workforce Planning, VIPdesk. “We count on Aspect eWorkforce Management 7.2 to help us manage schedules for more than 800 work-at-home Brand Ambassadors. The latest version has made it easier for our Brand Ambassadors to easily view their schedules and has helped us improve productivity and ultimately enhance the customer experience we provide to our clients.”

• “Aspect continues to push the performance optimisation envelope with innovative applications that address a clearly defined and identifiable problem,” said Paul Stockford, president and chief analyst, SaddleTree Research, Inc. “Aspect eWorkforce Management offers benefits that will bring value to organizations through new capabilities that can create increased synchronisation among other performance optimisation solutions, as well as generate cost-savings that will come from freeing staff of the time consuming manual tasks typically associated with seat assignment software. Aspect has created a call centre solution that is sure to get the attention of even the most recession-weary financial manager.”

• “In today’s economic environment, companies are looking for ways to lower costs while still optimising their contact centre operations and delivering a positive customer experience,” said Bob Kelly, vice president of the PerformanceEdge Group, Aspect. “Hundreds of operations managers rely on PerformanceEdge for advanced workforce management capabilities and these customers will find that the enhancements in Aspect eWorkforce Management 7.2 can reduce operating expenses significantly. Businesses have learned that every dollar counts in a volatile economy, and the latest enhancements to our performance optimisation portfolio are going to help these organisations maximise their resources and truly gain a competitive advantage.”