Aspect offers workforce optimization for contact centers


Aspect Software announced the general availability of enhanced Aspect EQ Workforce Optimization (WFO) 8.2.

The EQ Workforce Optimization (WFO) 8.2 is available with newly added gamification features, accurate labor forecasting for non-voice channels, and tighter integration among WFO components.

According to a just-released Aspect agent experience report with Pelorus Research, over 70 percent of contact center executives think that better software UI can improve productivity and morale.

Aspect EQ WFO 8.2 includes workforce management, performance management, quality management, recording, coaching, surveys, speech and text analytics, desktop analytics, back office optimization and active assignment solutions.

“Since the release of WFM 8 two years ago with its stand-out icon and widget-based UI, Aspect has made remarkable progress converting our entire WFO portfolio to a sleek, graphically-rich user interface that is second to none in the marketplace,” said Mike Bourke, Senior Vice President and General Manager of Workforce Optimization at Aspect.”

Aspect WFM 8.2 and APM 8.2 are available now. Aspect AQM 8.2 will be available in June.