cfo-au logo
Story image

Aspect Software announces workforce management offering for Azure

09 Jul 2019

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.

Story image
Veeam extends partnership with AWS
Veeam Backup for AWS v2 is now available on Amazon Web Services (AWS) Marketplace, complementing Veeam’s recent AWS Storage Competency status achievement.More
Story image
Cloud migration needs to be an urgent priority for enterprises
There’s a strong sense of urgency for companies to move away from archaic and costly systems and towards establishing a clear plan for cloud migration and digital transformation before the year is out.  More
Story image
deVere responds to growing demand for fintech solutions with new app
“Fintech is meeting growing demand for on-the-go service, it is speeding up the advance of global financial inclusion which helps social advancement around the world, plus costs are lowered and the client experience is enhanced.”More
Story image
Skills gap, lack of budget, and competing initiatives holding back innovation in A/NZ enterprises - report
Despite A/NZ businesses showing the most confidence in their ability to innovate at a competitive rate, skills gaps continued to hold projects back.More
Story image
Value of quantum computing uncertain for at least 10 years - research
"Quantum computing is not currently providing business value that could not be achieved with today's existing computers, and it is not clear when it will."More
Link image
The CFO’s guide to why CX deserves more attention
Customer experience an important way to keep customers coming back for more, but chances are the board is asking what the financial impact of any CX investment will be. Uncover the most common questions from APAC CFOs, and how to answer them.More