Aspect Software Launches Aspect Via™ Workforce Management™ SaaS Version of Aspect’s Award-Winning WFM Solution

Date: 16/05/2017 Sydney, Australia

• Aspect Via™ now powering the company’s cloud portfolio with proven technology from Aspect’s comprehensive product portfolio and latest next-generation components

• Compatible with virtually all major contact centre routing platforms, Aspect Via Workforce Management (Aspect Via WFM) is the Amazon Cloud version of Aspect’s award-winning workforce management solution

• Aspect Via WFM, one of the only pure-SaaS workforce management solutions on the market, will deliver persona-driven user experiences for agents, managers and administrators

Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimisation and self-service solutions, today announced Aspect Via WFM, a stand-alone product component of Aspect Via, the industry’s first cloud-based Customer Engagement Center (CEC).

Aspect Via is the backbone of the company’s cloud portfolio which was launched globally late last year with Australian ‘life admin’ store, iSelect becoming the first customer in the world to deploy the Aspect Via platform.

Aspect Via WFM, one of the only pure-SaaS workforce management solutions on the market, is expected to become available in Australia, North America and Europe by the end of the second quarter of 2017.

“Australia has always been ahead of the curve when it comes to adopting innovation. The rate of change in consumer engagement keeps accelerating and having an always-on access to online services has become crucial to consumers,” said Kristen Pimpini, managing director, Aspect Australia and New Zealand. “By offering components of our CEC, we give enterprises more choices and flexibility in how they architect their customer engagement roadmap.”

 Aspect Via WFM is one of the only workforce management solutions in the cloud that:

• Lowers Total Cost of Ownership – Organizations pay only for those WFM seats they need as Aspect Via WFM scales up and down.

• Offers Continuous Software Upgrades - Continual delivery of the most up-to-date features of Aspect WFM software, on an ongoing-basis.

• Leverages the Amazon Cloud - Aspect Via WFM leverages the ubiquity and reliability of Amazon’s global cloud infrastructure.  

Aspect Via WFM delivers the features of Aspect WFM with all the advantages of a SaaS model, leveraging Amazon’s global cloud infrastructure. To build on the success of Aspect's market-proven technology, the company has completely re-factored its best-in-class, contact center, workforce optimisation and self-service suites for AWS

Aspect Via WFM’s native capabilities include:

• Forecasting and scheduling of all inbound, outbound, blended and back office staffing resources, as well as multi-session chat, email, social media and other interaction channels

• Best possible forecasting models through automatic historical pattern update and calculation of shrinkage

• Unlimited "what-if" scenarios to understand the impact of staff, budget or demand variations

• Real-time alerts when performance is out of tolerance

• Optional Aspect Inform and Aspect Mila Natural Language Understanding text-based personal assistants

For more information on Aspect Via WFM please visit: https://www.aspect.com/solutions/workforce-optimization/workforce-management-software/wfm-cloud

About Aspect

Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

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Aspect and the Aspect logo are either trademarks or registered trademarks of Aspect Software, Inc. in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.