Managing the hectic, day-to-day reality of the customer service contact center is a rewarding and yet challenging task. Often times you may be prevented from delivering the results you want…not to mention the results that consumers expect and that corporate accountability demands.

The rapidly changing customer service environment along with today’s empowered consumer demand that you need to now consider everything and take immediate action to drive higher customer satisfaction.

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 processes.

The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act now, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals.

PerformanceEdge™ is the first synchronized suite designed to specifically optimize customer service contact center performance. 

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.

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 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.