Aspect Rolls Out Contact Center Optimization Suite

Aspect Software has introduced a series of software modules under one suite aimed at optimization performance in the contact center. The modules are for workforce management, recording and quality management, performance management, campaign management and coaching and e-learning.

Called PerformanceEdge, the suite provides integration to most of the top automatic call distributors, or ACDs, and predictive dialers, including those from Avaya, Cisco and Nortel, as well as Aspect Software. It also provides integrations to CRM applications and other back office systems.

With the exception of e-learning and coaching, all of these applications have already been released by Aspect, and they will continue to be available to clients on a standalone basis. They are Aspect eWorkforce Management, Aspect Quality Management, Aspect Performance Management, Aspect Enterprise Campaign Manager and Aspect Campaign Optimizer. The e-learning and coaching functionality in PerformanceEdge is provided by a third party vendor.

Value Add

Aspect has done more than merely package complementary functionality. The value it brings to PerformanceEdge is unification, which allows companies to leverage a deeper level of information about their customer interactions including agent performance, response times, average handle times, call recordings and campaign metrics, according to Bob Kelly, vice president, PerformanceEdge Group at Aspect Software.

The suite has been designed for the contact center industry’s evolving needs — and the current realities of their IT deployments, he told CRM Buyer.

Growing Complexity

“Contact center operations over the years have become more and more complex,” he said. “Many of the forecasting and scheduling tools that centers have implemented do not have all the capabilities they need right now in this current environment.”

Unless a contact center is just launching operations, it will have a wide range of software products, hardware and customized business processes.

“Although they have a lot of technology, it might not necessarily support what they want to do right now,” Kelly said.

Indeed, more than likely a contact center has some sort of performance optimization software already installed, he added.

PerformanceEdge was designed to extend that functionality where the center needs it, he said.

Functions included in PerformanceEdge are:

• Workforce management. Enables organizations to plan and manage the performance of inbound, blended and outbound staff.
• Performance management. Measures, analyzes and communicates performance results.
• Recording and quality management. Records, evaluates and analyzes agent interactions and captures realtime customer feedback.
• Campaign management. Optimizes outbound and blended campaign strategies.
• Coaching and e-learning. Provides needs-based coaching capabilities, as well as e-learning management and content authoring tools.