Aspect eWorkforce Management (eWFM) is the most popular contact centre workforce planning tool around the world and in Australia. It has more contact centre sites in Australia than any other product, and includes most of Australia's largest contact centres.
Product Overview
Aspect offers a comprehensive suite of workforce management solutions that help contact centres reduce labour costs while maintaining or increasing service levels.
eWorkforce Management Core - Based on industry-acclaimed TCS technology, Aspect eWorkforce Management Core reduces the complexity of single-skill or multi skill staffing. It dramatically improves response times, cuts expenses, and increases agent and operational efficiency.
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eWorkforce Management Empower - The Empower option includes eSchedule Planner, a module that automates and streamlines the process of requesting, approving, and entering schedule exceptions. For informing employees of schedule changes, the Notification Server module sends real-time notifications to both agents and supervisors via e-mail or wireless device.
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eWorkforce Management Perform - The Perform option includes the Real-Time Adherence module for monitoring agent activity in real time and comparing it with scheduled activity. The Agent Productivity module provides reports for evaluating and enhancing agent performance.
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eWorkforce Management Encompass - The Encompass option is designed specifically to meet the needs of contact centres that outsource some of their call load. Encompass replaces the cumbersome and ineffective process of manually exchanging statistics between contact centres and their outsource branches with automatic two-way data exchange at designated intervals, allowing contact centers to gain the cost benefits of outsourcing without sacrificing quality of service.
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eWorkforce Management Multisite - The Multi site option addresses specific needs of multi site contact centres such as percentage-based multi site routing and skills-based routing. It provides a single point of control for the staffing of complex virtual contact centres or allows managers at individual sites to make decisions based on a complete picture of conditions at all sites.
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Aspect Performance Optimization for eWorkforce Management - This out-of-the-box solution for analysing performance statistics and taking focused action gives contact centre staff easily comprehended views of contact centre performance.
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