Aspect Software, a provider of native consumer engagement, workforce optimization, and self-service solutions, has been awarded a U.S. patent for modeling and simulating the interaction dynamics of chat, email, text message, social media, and other text-based customer communication in a workforce management (WFM) environment. The patent was awarded for the unique method used to accurately estimate the required staff in a multiskill, multichannel contact center environment.
Aspects patented multichannel scheduling technology will enable contact centers to accurately staff across digital channels, like chat, email, IM, social media, and other text-based customer communication, as well as voice channels.
"For years Aspect's research developers have done ground-breaking work in analyzing digital customer communication channels and creating new mathematical models for workforce management environments," said Chrissy Cowell, director of product management for workforce optimization at Aspect, in a statement. "By applying these patented techniques, Aspect WFM can accurately simulate the effect on service level agreements (SLAs) of staffing decisions in blended voice and digital channels. There is no other solution in the marketplace that can do this accurately."