SOURCE: Aspect Software, Inc.

January 30, 2006 07:30 ET

Aspect Software Builds on 30 Years of Contact Center Staffing Innovation With Aspect eWorkforce Management 6.4

AOL Europe, Rogers Communications Among Early Adopters Praising Enhanced Automation, Security, Functionality of Latest Release

WESTFORD, MA -- (MARKET WIRE) -- January 30, 2006 -- Aspect Software, Inc., the world's largest company solely focused on the contact center, counts AOL Europe and Rogers Communications among the early adopters of Aspect® eWorkforce Management 6.4 that are praising the latest version's increased automation, enhanced security features and improved functionality.

After being pioneered by TCS Management Group Inc. in 1975 and transitioned to the Aspect brand in 2000, the market-leading technology continues to thrive today as an integral part of Aspect Software's Performance Optimization product line. Aspect eWorkforce Management 6.4 is based on 30 years of continuous innovative research, development and support.

Building on rich tradition of leading-edge technology

According to veteran telecommunications industry analyst Paul Stockford of Saddletree Research, Aspect Software has a rich tradition of maintaining leading-edge products to serve the markets in which it competes, including contact center workforce management. "Not a company to rest on its laurels," he said, "Aspect has a history of innovation and leadership that continues to guide the company, the influence of which is clearly evident with the introduction of eWorkforce Management 6.4."

"The analyst community has been very positive about the company's direction since we first announced the merger that created Aspect Software last year," said Ralph Breslauer, Aspect's executive vice president of sales and marketing. "Inspiring confidence among our customers and the industry at large with a compelling product roadmap moving forward was and is a top priority. The latest release of Aspect eWorkforce Management optimizes the training, time and skills of contact center staff to satisfy customers whose service expectations are rising, while making the administration process easier and more secure."

Key enabler of AOL Europe's growth strategy

Having found other workforce management products to be lacking, AOL Europe is one of the first companies to integrate Aspect eWorkforce Management 6.4 into its contact center environment.

"The growth of our business demanded a depth of functionality that Aspect Software delivers," said Nick Lane, director of business planning for AOL Europe Operations Ltd. "We view the latest version of Aspect eWorkforce Management as being a key enabler to our growth strategy, which emphasizes agent satisfaction in addition to optimization."

Lane says that with version 6.4, AOL can empower its workforce and save on administration costs by extending automated shift trade capabilities to agents without risking non-compliance of work rules established by the European Union.

In step with Rogers' ROI expectations

Another early adopter of Aspect eWorkforce Management 6.4, Rogers Communications views contact center staffing as a strategic part of its business. This requires that its solutions deliver comprehensive workforce optimization capabilities for planning and managing schedules and tracking performance.

"If somebody told us that for some arcane reason we had to change scheduling systems, it would be nearly impossible because we've integrated ours so fully into the business," said Gavin Chan, workforce systems manager for Rogers Communications. "We've tied Aspect eWorkforce Management into human resources, payroll and other reporting systems throughout our enterprise; everything functions in lock-steppe."

Rogers, which has nine internal and four outsourced contact center sites with more than 4,500 agents, has found 6.4 to comprise the best set of efficiency features of any version of Aspect eWorkforce Management issued to date.

"The increased automation and intuitive 'drag and drop' functionality saves time and money, and the new read-only access and password encryption security features are very important to large multi-user operations like ours," said David Panunto, systems administrator at Rogers. "We think we'll realize the most ROI ever from this release."

About Aspect eWorkforce Management 6.4

Aspect eWorkforce Management is a set of powerful workforce optimization tools that automate the complex tasks of managing a contact center workforce and enhancing its productivity. The latest version now available includes the following new features:

--  Automatic Historical Patterns Updates
--  Automatic Shrinkage Calculator
--  New Notifications for schedule trade requests, results, change status,
    screen pop and schedule segment memos support
--  New Access Manager for creating users' security profiles
--  Additional levels of security and encryption of all passwords
--  Improved intra-day management with display totals through current
    period and new column display backlog
--  Ability to make trial segments official for future dates
--  Memorization of project and break optimizations
--  Extended drag/drop and cut, copy and paste options
--  Multi-tenancy Support
--  French localization in eSchedule Planner
--  Support for Oracle 10g
    
About Aspect Software

Aspect Software, Inc., the founder of the contact center industry, is the world's largest company solely focused on providing proven, innovative contact center products and services that enable the key business processes of customer service, collections, and sales and telemarketing. Each day, thousands of in-house and outsourced contact centers around the globe conduct more than 125 million customer interactions using Aspect Software products. We believe in using the power of technology to positively transform the customer-company experience. That belief has led us to accept the challenge of developing the world's most reliable automatic call distributors (ACDs), most trusted dialers, most widely-used and respected workforce management (WFM) solutions, most flexible voice self-service systems and the industry's first and most comprehensive unified, multi-channel contact center solution. Headquartered in Westford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.

Note: Aspect and Aspect Software are registered trademarks of Aspect Software, Inc., in the United States and other countries. All other trademarks or tradenames are the property of their respective owners.

Contact Information

  • Contact:
    Jennifer Stroud
    615 473 8617
    Email Contact
    Aspect Software, Inc.