Aspect's Workforce Optimization solutions balances your business growth, employee satisfaction and operating costs

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Agent workforce is an integral part of a Contact Center setup, amounting to approximately 45 percent of total Contact Center operational costs. It is the medium through which Contact Centers deliver value to their customers. Hence, the right hiring strategy and optimizing resources are two important focus areas for any Contact Center.

Benefits of Workforce Optimization Solutions

Based on industry-acclaimed TCS technology, Aspect eWorkforce Management (eWFM) enables you to accurately plan, efficiently manage, and optimize the performance of your multi-skilled, multi-channel, multi-site, and outsourced staffing resources. With a productive, empowered agent population, you can maximize profits and customer satisfaction, reduce staffing costs and turnover, deliver superior customer service, and improve your Contact Center's overall performance to better meet your company's business goals.

Aspect eWorkforce Management includes a complete suite of solutions to meet every workforce management need. The suite’s core component provides essential workforce management forecasting, scheduling and tracking functionality for single-skill, multi-skill, and multi-channel Contact Center environments. To gain greater levels of efficiencies, the suite includes a set of fully integrated Enhancement Packages that help fine-tune agent productivity, empower agents and supervisors, optimize overall performance, and simplify the management of your multi-site and outsourced Contact Center workforces.

The following are the offerings that this partnership provides:

Implementation Services

Our role involves helping organizations integrate Aspect eWFM into their diverse and complex Contact Center environment. An Engagement Manager is assigned who works closely with the client and oversees project management.

The implementation services include:

Integration Design
Servion's consultants, in tandem with Aspect, will analyze your technical, operational, and business environments and translate the information into a detailed Integration Design document. This document serves as the blueprint for all technical, training, and consulting services that follow.

Software Integration
Aspect’s eWFM solution retrieves data from your existing systems to facilitate planning, forecasting and scheduling, activity management, and performance management. Installing the software correctly and integrating eWFM with your ACD, CRM, E-mail Management, ERP, and other systems requires specialists. Our integration specialists are trained in software installation, ACD integration, and network configuration.

Application Consulting
Aspect’s eWFM solution enables you to grow and manage your business. Our consulting team works with you to understand your needs. The Aspect solution is then modeled to meet those specific business requirements. This final phase maximizes the benefits realized by matching your business needs to your utilization of Aspect’s eWFM.

	Overview
	Servion's Role

Integrating WFM software with Call Centers' applications in different areas and two PBXs.


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