More than simply workforce optimization, PerformanceEdge™ from Aspect Software gives you the power to transform the performance of your contact centers. PerformanceEdge combines the #1 workforce, performance and campaign management applications with next generation recording and quality management and integrated coaching and eLearning - delivering true contact center performance optimization.

The PerformanceEdge applications, workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning, dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals.

The inter-application communication capabilities of PerformanceEdge consolidate data collection and centralize application administration. Metrics and results are transformed into forecasts, schedules, analyzed calls, summarized operational statistics, Key Performance Indicators, alerts and trend analysis information. Personalized output of this data provides timely access to and visualization of information needed by each stakeholder in the contact center. PerformanceEdge users can initiate manual actions or control synchronization of inter-application workflows according to permission levels and business rules. 

PerformanceEdge includes the following products:

Workforce Management
Aspect® eWorkforce Management™ is the leader in assuring you have the right agents with the right skills at the right time by providing in-depth strategic planning and workforce management tools to improve the performance of inbound, blended and outbound staffing resources. PerformanceEdge™ Job Match provides applicant screening capabilities that improve the agent selection and hiring process by identifying candidates with the right skills and traits for the job.  Ultimately, increasing recruiting efficiency, reducing attrition and improving new hire productivity.

Recording & Quality Management
Aspect® Quality Management™ records and evaluates agent performance and captures real-time customer feedback, giving you insight to both business issues and agent performance.

Performance Management
Aspect® Performance Management™ measures and communicates results to continuously improve business processes and ensure performance is aligned with overall goals by providing scorecards and analysis that can automatically initiate alerts and actions on the fly.

Campaign Management
Aspect® Enterprise Campaign Manager™ and Aspect® Campaign Optimizer™ offer campaign management that increases productive contacts in outbound and blended centers by helping establish Best Time To Call and outbound campaign strategy management.

Coaching & eLearning
Aspect Performance Management, Aspect Quality Management and Aspect® eWorkforce Management™ enable evaluation of agent quality performance, needs based coaching, results tracking and optimized scheduling of agent training sessions. PerformanceEdge™ eLearning  is supported with a sophisticated partner offering that includes online learning management and content authoring tools that help create an environment of continuous process improvement.