The collaboration between the two companies makes it easy to establish and operate an advanced enterprise contact center which can manage outbound, inbound and self-service interactions while using the right number of agents with the right skills at the right time.
The combined solution helps enterprise to forecast and optimize calling campaigns and agent staffing and create efficient multi-skill staffing plans.
The advanced contact center capabilities can also monitor real-time adherence and compare staff performance versus plan and adjust resources to meet changing demand in real-time.
Additionally, contact centers can utilize rick set of advanced outbound WFM features using Aspect EQ Workforce Management with LiveVox capabilities.
The company said, supervisors can focus more on quality and training as contact centers reduces the time and effort to produce customized forecasts and schedules by 20 to 40 percent.
This apart, improving agent satisfaction with self-scheduling capabilities contributes to higher customer call quality ratings.
“Aspect EQ Workforce Management gives customers all of the benefits of cloud delivery while providing the lowest possible total cost of ownership,” said Mike Bourke, SVP and general manager, Aspect.
“We developed our platform APIs so that clients and partners can take advantage of our cloud architecture while adding capabilities tailored for their business,” said Fabrice Della Mea, LiveVox VP for Product Management.
In February, Aspect Software said EQ Workforce Optimization 8.1 comes with several new features and includes enhancements to Aspect EQ Workforce Management, Aspect EQ recording, Aspect EQ Quality Monitoring and Aspect EQ Performance Management.