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Aspect Software announces workforce management offering for Azure

09 Jul 2019
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Aspect Software has announced support of Microsoft Azure for its flagship Aspect Via Platform, a cloud solution for contact centre workforce management.

This evolution of the Aspect Via Platform, initially delivered as a Contact Center as a Service (CCaaS) in Amazon Web Services, is designed to offer new deployment options for Aspect customers who require a choice in Cloud Services.

“Our customers represent the companies which are financial services, transportation, retailers and healthcare providers,” says Aspect chief marketing officer Michael Harris.

“These companies have unique requirements for deployability and migration, driven by security, privacy, regulatory and other internal factors.”

“A cookie-cutter approach simply does not work for these companies. They require choice for cloud service delivery, so we’re aiming to do that.”

The Aspect Via Platform provides a set of common cloud service capabilities including, user identity management, provisioning, monitoring, database, connectivity, user interface and a rich API, that form the nucleus of functionality for customers to select from one or many CCaaS applications.

These applications are delivered in two suites: Contact Center Apps and Workforce Optimisation Apps, which can be selected and deployed in a hosted, public, or private cloud.

“We have a long-standing relationship with Microsoft,” says Aspect product management VP Pete Lavache.
“This is very exciting for Aspect and our future as we continue to evolve the Aspect Via Platform to match the requirements of our customers who demand support for Azure.

“We are building and delivering our cloud-neutral CCaaS solutions in a series of releases, starting with Workforce Management on Via later this year, followed by an aggressive roadmap of releases over the next four quarters.”

The core features of Aspect Workforce Management on the Aspect Via Platform, includes:

  • Scheduling and Forecasting
  • Unlimited “what-if” scenarios
  • Real-time intra-day tracking
  • Highly flexible scheduling to accommodate agent preferences
  • Shift Bidding and schedule trades
  • Agent self-service with automated schedule review and approval
  • Mobile app for iOS and Android
  • Notifications through email, SMS and mobile push notifications

“All of these features aim to help to optimise the performance of our customers’ contact center agents, who in turn, are empowered to deliver excellent service to their end customers,” says Lavache.