Aspect Launches Aspect Workforce Optimization 8.0



Aspect Software has released Aspect Workforce Optimization 8.0 (WFO 8), an integrated workforce optimization solution that includes workforce management, quality management and performance management capabilities.

“Enterprises need to provide a much better user experience for agents and supervisors and develop a tighter integration between the front and back office,” said Spence Mallder, senior vice president, general manager of workforce optimization, Aspect in a statement. “WFO 8 lets companies do just that, regardless of whether it is deployed at our customers’ premises or in the Aspect cloud.”

WFO 8 boasts a customizable, intuitive and easy-to-use graphical interface that eliminates the technology barrier between users and their workforce optimization system. In addition to tighter data and functional integration, all components of WFO 8.0 (Workforce Management 8.0, Aspect Quality Management 8.0 and Aspect Analyze 8.0) use this common look and feel.

Benefits of the new user interface include:

  • Higher productivity workforce because day-to-day administrative tasks take less time.
  • Improved morale resulting from the simplification of important tasks such as vacation requests.
  • Broader use of more powerful but complex WFO features.
  • Easier remote agent deployments with flexible use across common browsers (Internet Explorer, Safari, Firefox, Google Chrome) and devices (desktops, laptops, tablets and smartphones).
  • Improved agent autonomy and efficiency by providing faster access to information, all in one place through simple icons and configurable widgets and dashboards.

Also, WFM 8’s new back office performance capabilities allow for better management of business processes and workflow in the back office as well as blending of back office and front office workforces.  With the ability to provide more accurate forecasting, scheduling and tracking of back office personnel, employee schedules can be optimized to meet specific business requirements.

WFO 8 also allows for tight integration with other Aspect products, including the full suite of customer interaction management and analytics solutions including Aspect Unified IP, Aspect Analytics for Speech and Text, and recently launched Aspect Mentor.