SOURCE: Aspect

September 30, 2009 08:00 ET

Aspect Announces New Release of PerformanceEdge eLearning Capability With Integration to Aspect Unified IP Platform Product

Allows Users of Unified Communications Applications for the Contact Center to Leverage eLearning Capabilities

CHELMSFORD, MA--(Marketwire - September 30, 2009) - Aspect, a unified communications (UC) solutions provider, today announced the general availability of PerformanceEdge® eLearning 8.2.5 with integration to the Aspect® Unified IP® platform product. This latest release provides an interface to Aspect Unified IP enabling users to monitor service levels in real time and dynamically push eLearning sessions to agents based on queue service level goals.

PerformanceEdge eLearning 8.2.5 allows the system to automatically cancel an eLearning session if service levels are below pre-defined thresholds. This latest release is ideal for any inbound or blended Aspect Unified IP customer looking to reduce attrition and improve productivity.

"This integration of PerformanceEdge eLearning and Aspect Unified IP allows organizations to schedule eLearning sessions for agents to provide training and coaching opportunities without sacrificing overall quality of service," said Allyson Boudousquie, director of business process marketing, Aspect. "By bringing together software capabilities that allow organizations to easily schedule learning sessions, we're enabling our customers to improve their agent skill sets and provide even better service to their end-users. This is critically important when organizations don't have the bandwidth or resources to hire individuals with the right skill sets, but need to focus on enhancing what they already have available."

PerformanceEdge eLearning integrates with Aspect Unified IP's Unified Interaction Management as well as other workforce management systems to deliver learning sessions without impacting inbound service levels. It monitors the levels of required service level metrics, and can prevent or interrupt learning sessions in real-time, as well as update the PerformanceEdge Workforce Management application, Aspect® eWorkforce Management™, indicating whether training was delivered. In addition, PerformanceEdge eLearning offers customized pre-packaged courses to meet specific training needs, aid deployment and speed return on investment (ROI). Specialized content learning bundles include Agent Productivity Improvements, Sales Optimization, and an Improved Collections Skills course.

In addition to Aspect Unified IP, PerformanceEdge eLearning offers product integrations to Aspect eWorkforce Management, Aspect® CallCenter® ACD and Aspect® Spectrum® ACD.

PerformanceEdge eLearning can be used as an add-on for all of Aspect's unified communications applications for the contact center, which use software to target operational objectives with specific capabilities from the Aspect Unified IP and PerformanceEdge platform products.

About Aspect Unified IP

Aspect Unified IP is an IT-ready Microsoft .Net Web services platform product that unites customer contact capabilities to help organizations execute on their unified communications strategies.

About PerformanceEdge

PerformanceEdge is an IT-ready Microsoft .Net Web services platform product that synchronizes workforce optimization capabilities to help organizations execute on their unified communications strategies.

About Unified Communications Applications for the Contact Center

Unified communications (UC) applications for the contact center use software to target operational objectives with specific capabilities from the Aspect Unified IP and PerformanceEdge platform products. The applications deliver inbound routing, outbound dialing, voice portal and Internet contact, workforce management, performance management, campaign optimization, recording and eLearning capabilities to help organizations enhance customer service, collections and sales and telemarketing business processes. Unified communications applications include Blended Interaction™, Seamless Customer Service™, Productive Workforce™, Streamlined Collections™, and Optimized Collections™.

About Aspect

Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact center. Applying 35 years of insight and experience, Aspect helps more than two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications. For more information, visit www.aspect.com.


Aspect, Unified IP, PerformanceEdge, eLearning, eWorkforce Management, CallCenter ACD, Spectrum ACD, Productive Workforce, Optimized Collections, Blended Interaction, Seamless Customer Service, Streamlined Collections, and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

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