Aspect Software Announces Release of Aspect
Performance Management
New Application Helps Contact Centers Align Operational
Performance with Strategic Objectives
Aspect Software, Inc., the world’s largest company solely
focused on the contact center, and Merced Systems, the
leader in customer operations performance management
applications, today announced the general availability
of a new Aspect Software product offering, Aspect®
Performance Management™, an application powered
by Merced Performance Suite, that uses dashboards,
notifications and workflows to help align contact center
operational performance with strategic corporate goals.
Aspect Performance Management provides key performance
indicators (KPIs) and a structured process environment
to drive improvement in business results for customer
service, collections and sales and telemarketing contact
centers. Combining industry leading technology from
Aspect Software and Merced Systems, Aspect Performance
Management provides a complete contact center performance
improvement solution.
"Delivering relevant and timely performance
measurements across people and technologies has always
been a challenge for contact center managers" said
Bob Kelly, vice president of performance optimization
solutions at Aspect Software. "This tool not only
provides on-demand, personalized views of KPIs versus
goals, but also initiates actions for improvement through
automatic alerts and workflows. And because the product
synchronizes performance measurement with initiative-based
coaching, agent recognition and automated results tracking,
contact centers will experience a continuous improvement
process at minimal cost."
Aspect Performance Management helps create a
performance-based culture in which each level of the
organization has access to the information they need
to align contact center performance with corporate
objectives and allows organizations to easily identify
the root cause of issues hindering agent performance.
In addition, because it is able to integrate to almost
any data source, Aspect Performance Management can
automatically pull data from call center systems and
business applications into a single platform for reporting
and taking action. From this platform, it delivers personalized
dashboards for everyone in the operation through a thin
client interface, as well as provides complete management
reporting, alerting and task automation.
Aspect Performance Management is part of the Aspect
Software Contact Center Performance Optimization product
line, which helps maximize agent performance and improve
operations by enhancing quality, increasing customer contacts
and optimizing contact center resources. The Aspect Software
performance optimization applications - Aspect® eWorkforce
Management™, Aspect® Quality Management™ , Aspect®
Campaign Optimizer™, Aspect® Enterprise Campaign
Manager™ and Aspect® Performance Management™ - are
designed to reduce labor costs, enhance customer interaction
efficiency and effectiveness and align performance with
business goals.
Kelly added, "When you synchronize Aspect Performance
Management with other contact center performance optimization
applications, such as workforce management, quality management
or campaign management, you can really effect tremendous change
in your organization’s performance. Your organization can ensure
the contact center has the right resources available, with the
right skills, at the right times, it can optimize sales and
collections campaigns, record and monitor calls to hear actual
customer interactions, and ultimately drive behavior change that
improves competitive position and bottom line profitability."
About Aspect Software
For more information Click Here or visit
www.aspect.com.
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