Aspect Software, a provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions, has announced the general availability of Aspect EQ Workforce Optimization (WFO) 8.2. Enhancements include new gamification features, highly accurate labour forecasting for non-voice channels, and tighter integration among WFO components to keep the contact centre operating at peak efficiency.
Aspect EQ WFO 8.2 includes workforce management, performance management, quality management, recording, coaching, surveys, speech and text analytics, desktop analytics, back office optimisation and active assignment solutions.
“Since the release of WFM 8 two years ago with its stand-out icon and widget-based UI, Aspect has made remarkable progress converting our entire WFO portfolio to a sleek, graphically-rich user interface that is second to none in the marketplace,” said Mike Bourke, the senior vice president and general manager of Workforce Optimisation at Aspect. “The 8.2 release enhances the depth and breadth of the Aspect EQ WFO suite with market-leading features that demonstrate Aspect’s commitment to being a top WFO provider.”
More than 70% of contact centre executives think that a better software UI can improve productivity and morale according to a just-released Aspect agent experience report with Pelorus Research. Consistent with these findings, Aspect customers who have upgraded to the WFO 8 platform have reported notable improvements in agent morale and agent efficiency.
