Aspect’s Expanded EQ WFO Platform Aims to Improve Customer and Employee Engagement



Aspect Software has released Aspect EQ (Engagement Quotient) WFO 8.1, which includes enhancements to Aspect EQ Workforce Management, Aspect EQ Recording, Aspect EQ Quality Monitoring, and Aspect EQ Performance Management. Aspect EQ is the central component of the Aspect WFO suite, to which new software capabilities can be easily added to address business needs.

The Aspect EQ platform centralizes all of the common and shared features across the portfolio including the recently modernized user interface (UI), shared databases, user management, claims-based authentication, single sign-on for the entire WFO platform, Web-services and more. The 8.1 release converts many of the supervisory features in the portfolio to the new icon and widget-based WFO UI.

Enhancements to component solutions include:

  • Aspect EQ Workforce Management 8.1: Eliminates technology barriers for supervisors with the new UI for functions including multi-employee schedule viewing; batch schedule editing; view employee and line of business overtime and under time balances; schedule change request management; schedule trades management; and agent productivity information.
  • Aspect EQ Performance Management 8.1: Reporting enhancements include the ability for complex data to be summarized in simple pivot tables that can be shared from administrators to the larger contact center population. Intra-day reporting now loads new data from external sources at regular intervals as short as 15 minutes throughout the day and new data-hiding features enable administrators to select data that should be displayed or hidden from agents in coaching, performance dashboards and performance reports depending upon their access rights.
  • Aspect EQ Quality Management 8.1: Makes it easier for agents to see areas for customer experience improvements by making the evaluation process seamless. Agents and supervisors can add and subsequently edit an evaluation associated with a specific interaction whether by voice, screen or other channels. In addition, agents and supervisors can attach digital documents to provide supplementary information relating to an evaluation and insert written comments to highlight discussion-worthy points. It’s also possible to find previous interactions with enhanced search criteria and expanded sets of filters such as team, agent or other.

“Customer and employee engagement are increasingly important themes for organizations today and Aspect’s WFO suite is a key enabler of improved engagement for all parts of the enterprise,” says Mike Bourke, senior vice president and general manager, workforce optimization, Aspect, in a statement. “Our new Aspect EQ WFO suite aligns our offerings more closely with the needs of our contact center and back office clients while creating logical and inexpensive upgrade paths so clients can easily adapt as their needs change.”