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Aspect’s Workforce Optimisation scores a gong

Aspect’s Workforce Optimisation scores a gong

Market research and analysis firm Frost & Sullivan has named Aspect Software winner of its 2016 Global Company of the Year Award in the Workforce Optimization Industry, for demonstrated excellence in growth, innovation and leadership.

F&S said the award had beenpresented because of Aspect’s deep workforce optimisation capabilities backed by excellent customer support services, and as a result of increased adoption of its workforce optimisation applications. Aspect’s continuous track record of innovation was also cited as a factor in the decision.

Nancy Jamison,principal analyst in digital transformation with Frost & Sullivan, said: “One of the hallmarks of Aspect’s workforce optimisation suite is the depth of functionality it provides compared to the rest of the competition -- particularly in the realm of flexibility and ease-of-use.”

According to F&S, the recent introduction of Aspect Mila, a self-service chatbot for the workforce, demonstrated Aspect’s ability to respond to millennial workforce expectations.

Jamison said: “Mila, a self-service chatbot for the workforce, is a perfect example of how Aspect is at the forefront of workforce optimisation innovation—improving functionality of its existing products to directly address the unmet needs of its customers, as well as developing innovative new products that anticipate client needs.”

In its award citation F&S said: “At Aspect Software, a guiding tenant within R&D for WFO is addressing the changing dynamics of the workforce. While the complete portfolio of Aspect products addresses the changing consumer base, it is not lost on Aspect’s R&D staff that younger consumers are also the new generation of workers. Aspect clearly factors both realities in the design ofits products.”

Furthermore, F&S said: “Aspect customers truly benefit from consistent product enhancements across all product areas. Indeed, Aspect recently moved to an Agile development process, enabling it to release feature enhancements to products without waiting for long release cycles, while still keeping up with quarterly releases of major feature enhancements and new products. In 2015, the company introduced 40-plus new features or products, with a healthy product roadmap.”

F&S also cited:

  • the Aspect WFO suite’s depth of functionality compared to the rest of the competition, “particularly in the realm of flexibility and ease-of-use, including a modern, widget-based user interface that is both intuitive and easily customizable for a business.”
  • Aspect’s use of APIs enabling it to be flexible in answering the needs of customers. “Aspect is API driven and provides simple customisation for businesses without having to adjust the core product,” F&S said. “This addresses an issue that plagues the WFO market—the vast amount of customisation and changes customers request to help run their centres.”

Premier Contact Point, Premier Technologies multichannel cloud contact solution, comes pre-integrated with the Aspect eWorkforce Management suite.

This provides organisations with a seamless, cloud based solution to effectively help organisations meet many of the challenges they face in trying to provide great customer service and great value.

Premier Technologies

Premier Contact Point provides a hosted contact solution that meets the needs of the modern contact centre. This cost effective solution provides a means of directing calls to the agent who is best suited to meet the needs of the customer, without having to be transferred multiple times. Businesses choose this hosted contact solution because there is no need to purchase and maintain costly hardware like there is with traditional PBX systems. This means the need for capital expenditure is minimal, all a contact centre agent needs is a phone, PC and an Internet connection.

To learn more about Premier Technologies Premier Contact Point, visit : premier.com.au