Aspect on Tuesday announced that it Workforce Management 8.0 has replaced NICE solution at Dialog Direct, a provider of end-to-end marketing and customer engagement solutions.
The solution ensures productivity and engagement to employees and supervisors, while delivering better customer experience.
Provides visibility into needs that increase engagement of customer service advocates, leading to a better customer experience, and lower operational cost
Dialog Direct, formerly NOVO 1 contact centers, selected Aspect Workforce Management to ensure the highest workforce productivity with a modern, intuitive user interface, enabling the company to react in real-time to the changing demands of consumers.
Due to NOVO 1’s integration and rebranding as Dialog Direct, the company wanted all its contact center agents, customer service advocates, on the same workforce management software. NOVO 1 had been using Aspect Workforce Management while other Dialog Direct legacy companies had been using competitor software.
Myra Nunez, director Workforce Management at Dialog Direct, said: “With the new user interface our customer service advocates have the opportunity to become more engaged with the technology and we anticipate that morale and productivity will improve from the simplification of tasks and assignments.”