Aspect eWorkforce Management is a complete workforce management solution that helps optimize all facets of managing a contact center’s staffing resources and performance. In addition to its core forecasting, scheduling and tracking capabilities, Aspect eWorkforce Management also offers a set of fully integrated enhancement packages that help improve agent adherence and productivity, empower agents to manage their own schedules, fine-tune agent performance, increase workstation utilization and simplify the management of multisite and outsourced workforces.

Working in conjunction with the software’s core functionality, these packages offer additional capabilities to meet the needs of your unique contact center environment.  They include:

Aspect® eWorkforce Management™ – Empower

Aspect eWorkforce Management – Empower streamlines and automates the schedule change and notification process. It consists of two applications, eSchedule Planner and Notification Server, which offer tools to help you empower agents to manage their own schedules and free your supervisors from mundane tasks so they can use their time to manage for effectiveness and productivity.

With its advanced Web- and voice service client-based software, eSchedule Planner provides answers to many agent requests automatically and helps eliminate the paperwork generated when agents request schedule changes, time off, or overtime and when supervisors post schedule information. Agents can bid on shifts, vacations, and other scheduled events and make changes to their schedules within parameters that you control.

And to effectively communicate the results of these requests, Notification Server helps you streamline and automate the process of notifying agents and supervisors of schedule changes. Notifications can be automatically sent to agents via any SMTP device, such as email, text pagers or screen pops.

Aspect® eWorkforce Management™ – Perform

Aspect eWorkforce Management – Perform helps you know in detail how your agents are performing, both historically and in real-time, so that you can help them improve and excel. The package’s Real-Time adherence application provides an at-a-glance view of each agent’s activity in real time and compares it to that agent’s scheduled activities so you can work with agents to improve their adherence—making your overall staffing plan more effective.

And its Agent Productivity application provides historical agent productivity reports that help you identify your most and least productive agents and agent groups. You can establish performance benchmarks and generate necessary personnel file documentation that can be used to coach and train agents, and establish incentive and rewards programs.

Aspect® eWorkforce Management™ – Reserve

Aspect eWorkforce Management – Reserve automates the assignment of agents to physical seats and provides insight into utilization statistics to allow organizations to reduce real estate costs, while minimizing administrative overhead and maximizing agent productivity.
Using the optimal set of schedules generated in Aspect eWorkforce Management, Reserve goes beyond simply matching seats to agents and matches the right seats with the right agents at the right time. By automating the seat assignment process, Reserve decreases the time that analysts and supervisors spend assigning seats and makes it easier to implement flexible or open seat policies, such as “hot desking”.

Aspect® eWorkforce Management™ – Analyze

Aspect eWorkforce Management Analyze is an out-of-the-box workforce performance management solution for understanding and improving agent performance and efficiency. It consolidates data from your workforce management, ACD and predictive dialer technologies into a single, focused view for analyzing workforce performance.

You can easily compare and analyze actual agent performance against your key business metrics with the solution’s more than 100 out-of-the-box workforce management, automatic call distributor (ACD) and dialer key performance indicators (KPIs) that are based on years of industry best practices.

Analyze lets your managers quickly drill down into the data looking at time periods, regions, sites, campaigns, groups, and individual agents to uncover the reasons for performance shortfalls. And using the software’s out-of-the-box scorecards, you can effectively communicate agent performance across your center with personalized views that help agents understand and optimize their own performance.

Aspect® eWorkforce Management™ – Allocate

Aspect eWorkforce Management – Allocate offers advanced networking and staff scheduling capabilities to provide a global perspective for centers that share contacts across sites. It includes all the functionality of Aspect eWorkforce Management core software, but with a complete network perspective to effectively manage your multisite operations, regardless of the number of agents, the number of sites, or the way you choose to share the contacts.

Aspect® eWorkforce Management™ – Encompass

Aspect eWorkforce Management – Encompass helps enable you to conveniently share workforce data on an intra-day basis with outsourcers to gain a complete, accurate view of customer service activity. With Encompass, you can increase the accuracy and efficiency of enterprise forecasting and reduce the overhead associated with the manual exchange of forecasting and performance data.

Aspect® eWorkforce Management™ – Software Development Kit (SDK)

Aspect eWorkforce Management – Software Development Kit (SDK) offers an enhanced way of integrating the core software to other contact center applications, such as with eLearning and quality monitoring, to share key workforce management data for greater efficiency and effectiveness across your operations.