itb-au logo
Story image

Aspect Software announces workforce management offering for Azure

09 Jul 2019

Aspect Software has announced support of Microsoft Azure for its flagship Aspect Via Platform, a cloud solution for contact centre workforce management.

This evolution of the Aspect Via Platform, initially delivered as a Contact Center as a Service (CCaaS) in Amazon Web Services, is designed to offer new deployment options for Aspect customers who require a choice in Cloud Services.

“Our customers represent the companies which are financial services, transportation, retailers and healthcare providers,” says Aspect chief marketing officer Michael Harris.

“These companies have unique requirements for deployability and migration, driven by security, privacy, regulatory and other internal factors.”

“A cookie-cutter approach simply does not work for these companies. They require choice for cloud service delivery, so we’re aiming to do that.”

The Aspect Via Platform provides a set of common cloud service capabilities including, user identity management, provisioning, monitoring, database, connectivity, user interface and a rich API, that form the nucleus of functionality for customers to select from one or many CCaaS applications.

These applications are delivered in two suites: Contact Center Apps and Workforce Optimisation Apps, which can be selected and deployed in a hosted, public, or private cloud.

“We have a long-standing relationship with Microsoft,” says Aspect product management VP Pete Lavache.
“This is very exciting for Aspect and our future as we continue to evolve the Aspect Via Platform to match the requirements of our customers who demand support for Azure.

“We are building and delivering our cloud-neutral CCaaS solutions in a series of releases, starting with Workforce Management on Via later this year, followed by an aggressive roadmap of releases over the next four quarters.”

The core features of Aspect Workforce Management on the Aspect Via Platform, includes:

  • Scheduling and Forecasting
  • Unlimited “what-if” scenarios
  • Real-time intra-day tracking
  • Highly flexible scheduling to accommodate agent preferences
  • Shift Bidding and schedule trades
  • Agent self-service with automated schedule review and approval
  • Mobile app for iOS and Android
  • Notifications through email, SMS and mobile push notifications

“All of these features aim to help to optimise the performance of our customers’ contact center agents, who in turn, are empowered to deliver excellent service to their end customers,” says Lavache.

Story image
Avaya contact centre expertise wins three awards
“Avaya’s leadership position in the Southeast Asia and APAC contact centre markets is built on its product innovation," says Frost & Sullivan.More
Story image
The current state of ransomware — and its future
Discoveries made by analysts at Sophos have unearthed a new development: ransomware code appears to have been shared across ‘families’, and some of the ransomware groups seemed to work in collaboration more than in competition with one another. More
Story image
A brief history of cyber-threats — from 2000 to 2020
Many significant cybersecurity events have occurred since the year 2000 — not every one of them ‘firsts’, but all of them correlating with a change in security behaviour or protection.More
Story image
Why remote IT operations teams need a virtualised network operations centre
The lack of tools available for remote IT operations teams means that they are left to view multiple IT monitoring tools on different systems. This means they no longer have a central location for viewing information, making information more difficult to track.More
Story image
Google Cloud launches suite of e-commerce search solutions for retailers
“Retailers are in dire need of agile operating models powered by cloud infrastructure and technologies like artificial intelligence and machine learning (AI/ML) to meet today’s industry demands."More
Story image
Kaseya announces unified RMM solution
The new unified remote monitoring and management solution is a major component of Kaseya VSA.More