Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System
– Innovation accurately models and simulates the interaction dynamics of chat, email, IM, social media and other text-based customer communication
– Growing use of digital communications channels render traditional WFM scheduling systems increasingly ineffective
Newly patented multi-channel scheduling capability can assign the proper number of appropriately skilled contact centres agents to best meet SLAs even in mixed text and voice environments
Aspect Software a leading provider of native consumer engagement, workforce optimization, and self-service solutions, today announced the award of a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based customer communication in a workforce management (WFM) environment. The patent was awarded for the unique method used to accurately estimate the required staff in a multi-skill, multi-channel contact center environment.
A recent study by Deloitte shows that contact center chat usage is growing by 63% each year. However, most traditional workforce management systems are designed to schedule agents for voice and not the emerging and increasingly-preferred digital channels. Aspect’s newly patented multi-channel scheduling technology will help modernize contact centers by enabling them to accurately staff across digital channels like chat, email, IM, social media and other text-based customer communication as well as voice channels.
Chrissy Cowell, Director of Product Management for Workforce Optimization at Aspect said,
.“For years Aspect’s research developers have done ground-breaking work in analyzing digital customer communication channels and creating new mathematical models for workforce management environments,”
“By applying these patented techniques, Aspect WFM can accurately simulate the effect on service level agreements (SLAs) of staffing decisions in blended voice and digital channels. There is no other solution in the marketplace that can do this accurately.”
For decades, Aspect has been a leading provider of workforce management software, and Aspect continues to leapfrog other providers with WFM innovations that give customers the best possible solution in a rapidly changing industry. Aspect Workforce Management multi-channel scheduling is available on-premises and in the cloud, making this unique technology available to accounts of all sizes.
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.