Aspect Software announced multiple cloud workforce optimisation (WFO) contracts won in 2017 amounting to nearly 100,000 contact centre agent seats. The solutions will consolidate many disparate customer care organisations operating their own WFO systems, onto single Aspect platforms.
“By consolidating operations, these customers will realise improved and consistent processes, and drive new cost reductions,” said Chrissy Cowell, Director of Workforce Optimisation, Aspect. “Plus, being cloud deployments, they will also minimise their IT footprints while getting more frequent and far less disruptive system upgrades. We’re thrilled that the cable industry, arguably the most demanding customer service environment around, is partnering with Aspect to create better customer experiences through happier, better-equipped agents.”
All of the solutions include Aspect Inform, a mobile tool for agents to give them greater schedule management flexibility and shift change versatility. By automating much of the shift changes agents create, the time-consuming task of schedule management is dramatically reduced, freeing up supervisors to focus on other responsibilities.