Aspect Software, a provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, has released Aspect EQ Workforce Optimization (WFO) 8.2. Enhancements include new gamification features, labor forecasting for non-voice channels, and tighter integration among WFO components.
Aspect EQ WFO 8.2 includes workforce management, performance management, quality management, recording, coaching, surveys, speech and text analytics, desktop analytics, back office optimization and active assignment solutions.
Other new features and product enhancements include the following:
- Blended staff across channels: Aspect EQ Workforce Management 8.2 features patent-pending models for forecasting and staffing in omnichannel contact centers. 8.2 enables contact centers to blend staff across all voice and digital channels.
- Speech analytics integrated with quality management: Aspect EQ Quality Management 8.2 now includes speech analytics in the thin client WFO 8 UI - available directly from the Quality Monitoring evaluations page - to automatically categorize interactions as perform ad hoc searches on interactions using key words.
- Enhanced gamification capabilities: Aspect EQ Performance Management 8.2 now includes the badging component of its native gamification portfolio; an Aspect Unified IP interface to extract more than 150 metrics and KPIs about calls, agents and services resident in UIP for analysis; and multitenancy enhancements.
"Since the release of WFM 8 two years ago, with its stand-out icon and widget-based UI, Aspect has made remarkable progress converting our entire WFO portfolio to a sleek, graphically-rich user interface that is second to none in the marketplace," said Mike Bourke, senior vice president and general manager of workforce optimization at Aspect, in a statement. "The 8.2 release enhances the depth and breadth of the Aspect EQ WFO suite with market-leading features that demonstrate Aspect's commitment to being a top WFO provider."