Microsoft Azure Support Workforce Management Solution

Filed under - Contact Centre News,

Aspect Software have announced the 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 Centre as a Service (CCaaS) in preferred cloud provider Amazon Web Services, is designed to offer new deployment options for Aspect customers who require a choice in Cloud Services.

“Our customers represent the largest companies in the world, including the leading financial services, transportation, retailers and healthcare providers,” said Michael Harris, Chief Marketing Officer of Aspect.

“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 doing that. We call it Cloud-Neutral.”

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 Centre 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. This is very exciting for Aspect and our future as we continue to evolve the Aspect Via Platform to match the critical requirements of our customers who demand support for Azure,” said Pete Lavache, Aspect VP of Product Management.

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

“Microsoft and Aspect share a common goal of empowering enterprises to create the right cloud environment that meets their current and future business needs,” says Sajan Parihar, Senior Director, Microsoft Azure Platform at Microsoft Corp.

“Aspect Via for Microsoft Azure combines the enterprise leadership of Azure with the power of Aspect World Class Workforce Management software to improve the customer experience and help customers on their cloud journey.”

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 help to optimise the performance of our customers’ contact centre agents, who in turn, are empowered to deliver excellent service to their end customers,” continued Lavache.

“That’s the ultimate goal after all. Happy, productive agents equal satisfied, loyal, repeat consumers.”

This news story has been re-published by kind permission of Aspect Software – View the original post

Author: Robyn Coppell

Published On: 22nd Aug 2019
Read more about - Contact Centre News,

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