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Aspect Launches Latest Contact Center Solutions in Philippines

By Katrina Canlas - on 26 Mar 2014, 11:44am

Aspect Launches Latest Contact Center Solutions in Philippines

 Richard Loberas, Regional Sales Director, Dennise Ilicito Asean Marketing Manager, Jim Freeze Senior Vice President and CMO, and Edwin Ong Director for Marketing & Channels AP, graced the launch of Aspect Workforce Optimization 8.0 solution in the Philippines.

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office solutions, and award-winning cloud solutions, launched Aspect Workforce Optimization 8.0 (WFO 8) in the Philippines. WFO 8, an advanced, integrated workforce optimization solution that includes workforce management, quality management and performance management capabilities can bring exponential improvement in efficiencies in Contact Center and BPO operations.

WFO 8 combined with Aspect’s Back Office Optimizer collectively form the most comprehensive technology solution for contact center and BPO industry. Jim Freeze, Senior Vice President & Chief Marketing Officer, “We are a comprehensive solutions provider for the contact center industry and we are thrilled to bring our latest and best in breed solutions to companies in the Philippines. Aspect’s technology solutions are designed to work on an intuitive level providing companies the flexibility of operations and integrated customer service operations. Our productsprovide solutions that coordinate workforce processes while seamlessly elevating the level of service that is delivered and at the same time provide great user experience for agents and supervisors while developing a tighter integration between the front and the back office.”

WFO 8.0 has been developed to deliver strong functionality and great user experience in equal measure. Created with the help of a design firm and tested by experienced contact center agents, WFO 8 boasts a customizable, intuitive and easy-to-use graphical interface that eliminates the technology barrier between users and their workforce optimization system. In addition to tighter data and functional integration, all components of WFO 8.0 (Workforce Management 8.0, Aspect Quality Management 8.0 and Aspect Analyze 8.0) use a common look and feel.

Edwin Ong, Director of Marketing and Channels, APAC & Middle East said, “WFO 8 will help companies in increasingproductivity of the workforce as the day-to-day tasks will take less time leading to an overall improvement of morale,greater agent autonomy and efficiency as the system will provide faster access to information, all in one place through simple icons and configurable widgets and dashboards. Overall the user friendly user interface will lead to a broader use of the system with agents not shying away from using the more powerful but erstwhile considered complex work for optimization features.”

WFM 8’s new back office performance capabilities will allow for better management of business processes and workflow in the back office as well as blending of back office and front office workforces. With the ability to provide more accurate forecasting, scheduling and tracking of back office personnel, companies will be able to optimizeemployee schedules to meet specific business requirements leading todramatic improvement in the efficiency of most back office operations.

Richard Loberas, Regional Sales Director, said, “Internationally, as per industry analysts, early adopters of back office workforce optimization solutions are realizing significant savings, ranging from 20 percent to 40 percent. We are thrilled at the prospect of bringing some of these benefits to our existing and new customers in the Philippines.”

Aspect’s Back Office Optimizer, which has been growing steadily in market share, will further amplify the improvements in WFO 8 with real-time work allocation and reallocation based on demand, resource availability and skill, and service level goals along with pre-configured views into operational efficiency and effectiveness.

Quoting a 2010 McKinsey & Company study, Jim added, “Today’s worldwide back office labor pool represents 15-20 percent of the global company’s labor force. This workforce performs tasks whose outcome directly affects service delivery including loyalty enrollment, payment processing, order fulfillment and service activation. Many of these back office processes are manual or accomplished through ten or more systems and involve 40 percent of the back office labor pool. Enterprises are finding that this efficiency deficit is a difficult task to address.

According to a commissioned study of customer service strategy decision makers conducted by Forrester Consulting on behalf of Aspect Software, 42 percent of respondents said that they are unable to effectively manage the end-to-end workflow of interactions primarily because of un-integrated applications.

For more information about this product, visit www.aspect.com.