make every contact matter
improving your productivity

Workforce Optimization Solutions

Workforce Management Suite

Workforce Management Suite

Planning & Forecasting

Inbound, Outbound, Blended, Multiskill, Multichannel

Automated contact and activity pattern updates

Powerful scenario planning

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Scheduling

Template based & preference based scheduling
Unlimited trial schedules

Adherence Tracking

Track forecast vs. actual performance
Re-forecasting & Intraday scenario planning
Schedule Optimizers

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Manage Your Quality

Manage Your Quality – Call Recording, Full Evaluations and Employee Development

Expanding Quality Definitions

Integrated evaluation capabilities
Integrated post-interaction customer survey

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Regulatory Compliance

Out-of-the box encryption
Protect customer’s personally-identifying information with automated start-stop

Synchronized Administration

 Shared workforce views (resources and groups)

Precision Monitoring

 Zero-in on best practices and opportunities for improvement

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Performance Management

Performance Management – Learn and Improve

Consolidated View

Integrates data across suite
Leverages enterprise data stores (i.e. CRM)

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Multi-Dimensional KPIs

Create balanced KPIs to reflect quality/performance goals
Use alerts and workflows to ensure KPI achievement

Intuitive Dashboards and Reports

 Insight into customer and operational performance

Share insight with enterprise stakeholders

Automate Continuous Improvement

Align and automate coaching to KPI achievement

Track coaching automatically against KPI improvement

Leverage

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Advanced Analytics

Advanced Analytics – Discover the Unknown

Phonetic-Based Speech Analytics

No vocabulary constraints
Faster and more accurate

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Proactive Discovery

Create balanced KPIs to reflect quality/performance goals
Use alerts and workflows to ensure KPI achievement

Trends
“Word Clouds”
Automatic presentation of information

Intuitive Dashboards and Reports

 Insight into customer and operational performance

Share insight with enterprise stakeholders

Powerful Desk Analytics

Captures and automates desktop activity

Integrated Capabilities

Leverage to inform dashboard and reports

Infuse into workflows

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Social Management

Complete Social Management

Aspect Social Management turns social media monologues into cost-effective, productive dialogues that grow customer
value. Whether you are leveraging social channels for brand awareness and promotion or providing
social customer care options for service,  social management can help your business manage social customer
engagements in a coordinated and differentiated way. Make sure every social interaction delivers on your
customer promise and fosters the kind of long-lasting customer loyalty that grows bottom line results.

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Automation

Automate the tagging, prioritization and routing
of social interactions based on your business
rules and the needs of the customer.

Threaded Support for Multiple
Conversions

Full conversation threading of open and past
social conversations

Intuitive Dashboards and Reports

 Insight into customer and operational performance

Share insight with enterprise stakeholders

Proactive Social Customer Care

Send critical notifications, alerts and value-added messages
that reach customers when the information is most helpful

Cloud Service

Cost effective, easy to deploy, no additional hardware
investment

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Automation (The Holy Grail!)