Aspect Software announces support of Microsoft Azure for its Aspect Via Platform, a cloud solution for contact center workforce management.
The update was initially delivered as a Contact Center as a Service (CCaaS) in Amazon Web Services and is now designed to offer 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. These companies have unique requirements for deployability and migration, driven by security, privacy, regulatory and other internal factors,” said Michael Harris, Chief Marketing Officer of Aspect.
“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 Center Apps and Workforce Optimization Apps, which can be selected and deployed in a hosted, public, or private cloud.
“We have a long-standing relationship with Microsoft,” said Pete Lavache, Aspect VP of Product Management.
“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. 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.”
Core features of Aspect Via contact center workforce management platform include:
- 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 optimize the performance of our customers’ contact center 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.”
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