SOURCE: Aspect Software

December 18, 2008 08:00 ET

PerformanceEdge Announces General Availability of Aspect eWorkforce Management 7.2 to Help Companies Lower Operating Costs

Customers Leverage Innovative Performance Optimization Features and Use Flexible Seat Scheduling Capabilities for Front- and Back-Office Staff

CHELMSFORD, MA--(Marketwire - December 18, 2008) - The PerformanceEdge Group, a dedicated organization within Aspect comprised of contact center performance optimization professionals, today announced the general availability of enhanced PerformanceEdge™ workforce management capabilities through Aspect® eWorkforce Management™ 7.2. This release offers the new Reserve™ enhancement package, designed for scheduling physical positions for call center agents and back-office staff. Aspect eWorkforce Management 7.2 also includes more than 45 new features that will improve scheduling processes and therefore lower operating costs.

The Reserve enhancement package enables users to maximize existing workstations, as well as training room facilities, through automating the seat planning process by matching up the right seats with the appropriate agents. This can reduce real estate and administrative costs by enabling flexible seating or "hot desking" in an automated fashion. Through Reserve, companies can easily assign seats across teams, floors, sites and facilities, enabling organizations to reduce their physical footprint, postpone adding unnecessary capacity, and reduce operating costs.

Other customer-requested enhancements that are now available in Aspect eWorkforce Management 7.2 include: extended scheduling and assignment features, enhanced synchronization with other PerformanceEdge capabilities, and additional eSchedule Planner improvements that provide agents with a new, graphical view of schedules and also offer administrators more flexibility.

Performance Optimization Quotes on Aspect eWorkforce Management 7.2

--  "PerformanceEdge is a great tool for optimizing agent schedules and
    forecasting call volumes," said Kathie Drayton, director of Workforce
    Planning, VIPdesk. "We count on Aspect eWorkforce Management 7.2 to help us
    manage schedules for more than 800 work-at-home Brand Ambassadors. The
    latest version has made it easier for our Brand Ambassadors to easily view
    their schedules and has helped us improve productivity and ultimately
    enhance the customer experience we provide to our clients."
    
--  "Aspect continues to push the performance optimization envelope with
    innovative applications that address a clearly defined and identifiable
    problem," said Paul Stockford, president and chief analyst, SaddleTree
    Research, Inc. "Aspect eWorkforce Management offers benefits that will
    bring value to organizations through new capabilities that can create
    increased synchronization among other performance optimization solutions,
    as well as generate cost-savings that will come from freeing staff of the
    time consuming manual tasks typically associated with seat assignment
    software. Aspect has created a call center solution that is sure to get the
    attention of even the most recession-weary financial manager."
    
--  "In today's economic environment, companies are looking for ways to
    lower costs while still optimizing their contact center operations and
    delivering a positive customer experience," said Bob Kelly, vice president
    of the PerformanceEdge Group, Aspect. "Hundreds of operations managers rely
    on PerformanceEdge for advanced workforce management capabilities and these
    customers will find that the enhancements in Aspect eWorkforce Management
    7.2 can reduce operating expenses significantly. Businesses have learned
    that every dollar counts in a volatile economy, and the latest enhancements
    to our performance optimization portfolio are going to help these
    organizations maximize their resources and truly gain a competitive
    advantage."
    

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Aspect eWorkforce Management is a complete automated solution that provides the capabilities for forecasting, scheduling and tracking, to ensure contact centers have the right staff, with the right skills, at the right time. The end result is increased productivity and revenue, improved customer service and agent performance, reduced staffing and operating costs, and increased profits and customer satisfaction.

About PerformanceEdge

PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals. For more information, visit www.performanceedgesuite.com.

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 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, PerformanceEdge, eWorkforce Management, Reserve, 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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