Aspect Workforce Mobile has just been launched, a mobile application designed to give contact centre agents greater mobile access to their Workforce Management solution.
Built on their dynamic Applications Foundation, the application provides contact centre personnel access to critical information, the ability to send real-time notifications and to process timely updates directly to the enterprise system, from any location. Aspect Mobile Workforce is available globally.
According to a 2012 McKinsey survey, 56% of CIOs report a strong demand from employees to support a wide range of mobile devices, and 77% plan to allow employees to use personal mobile devices to access company data and applications.
“While many departments have adopted mobile technologies and policies that allow for more flexibility, there has been a noticeable lack of really robust mobile applications for contact centre agents,” says Spence Mallder, General Manager Workforce Optimisation and Chief Technology Officer at Aspect.
“We developed Aspect Workforce Mobile to meet our customers’ requirements for an application that empowers and not just connects agents.”
Aspect Workforce Management makes it possible for agents to view and make changes to their own schedules and access performance metrics on their smartphones. According to one early adopter of the application, allowing their first group of nearly 3,000 agents to manage their own schedules while Workforce Management automatically updates will have saved them nearly $500,000 a year.