Managing your contact center for optimal business results is tough. Whether you are servicing customers, selling products and services, or collecting debt, your success depends on people, processes and applications working together to get the best results.

Receiving reports weekly or monthly doesn’t help you improve operations today. And which of the key performance indicators (KPIs) in those reports really helps you impact performance? Finding out that you have too many agents scheduled or too few with the right skills can be a difficult guessing game. 

Understanding why customer complaints are increasing requires direct insight from their interactions. Absorbing increased business levels with a flat or reduced budget is daunting.

And doing strategic planning without historical context and real time tools to assist you is playing the game in the dark. Aspect Software understands your challenges and brings PerformanceEdge to help you overcome them.

PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications 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.

Each product in our suite brings a critical capability to your contact center:

		Aspect® eWorkforce Management™ – ensures you have the right agents, with the right skills at the right time, and helps with strategic planning and managing the performance of inbound, blended and outbound staffing resources
		Aspect® Quality Management™ – records and evaluates agent performance and captures real time customer feedback, giving you insight to both business issues and agent performance
		Aspect® Performance Management™ –  measures and communicates results to continuously improve business processes by providing scorecards and analysis that can automatically initiate alerts and actions
		Aspect® Enterprise Campaign Manager™ and Aspect® Campaign Optimizer™  – increases productive contacts in outbound and blended centers by helping establish best time to call and outbound campaign strategy management
		Coaching and eLearning – Aspect Performance Management and Aspect Quality Management provide capabilities that enable needs-based coaching and tracking of results while eLearning is supported with a sophisticated offering including learning management and content authoring tools

Each of our products is a star in its own right but just like all great teams, synchronizing individual components provides the added value that produces exceptional results. Identifying agent performance problems and automatically scheduling training updates at the best time. Using quality scores to reward high performing agents with their schedule preferences. Making the most productive calls at the best times with the right staffing. Seamlessly synchronizing these processes adds another dimension to increase your contact center performance.