Aspect Software announced that eWorkforce Management now has a redesigned user interface for easier navigation, offers enhanced support for outbound and blended contact center environments in addition to existing inbound support, and is available in four new languages: Simplified Chinese, Traditional Chinese, Korean and Japanese.
The enhanced outbound support includes a sophisticated algorithm that ensures the right number of agents are scheduled to handle the predicted outbound and blended workload to help maximize the number of contacts made and revenue generated. It produces accurate staffing forecasts based on contact completion information, blending rules and standard staff group parameters. Customized data regarding campaign size and passes can also be used. The software effectively tracks schedule performance, including offered and handled contacts and contact handle time, so that real-time adjustments can be made quickly and easily.
"eWorkforce Management 7.0 offers comprehensive forecasting, scheduling and adherence combined with performance and quality management in a single suite designed for inbound, outbound and blended contact centers," said Paul Stockford, president and chief analyst of Saddletree Research.
"Regardless of the type of operation or how complex its environment or its physical or virtual configuration, eWorkforce Management offers a solution for every contact center staffing need," said Robert Kelly, vice president of performance optimization at Aspect Software. "Version 7.0 enables contact centers to accurately plan, strategically manage and optimize their staffing resources across all environments, whether in-house, outsourced, single-site, multisite, multiskill, multichannel, inbound, outbound or blended."
For more visit www.aspect.com.
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