About Aspect (www.aspect.com)

Aspect Software® provides innovative, proven solutions that address the complex issues contact centers face today. Whether your contact center focuses on sales and telemarketing, customer service, or collections, we help you implement and utilize technology as part of an overall customer interaction strategy. Aspect offers a host of contact center solutions including Aspect Analyzer and Aspect RightForce

Aspect Analyzer is a performance scorecard software application that measures agent, team and contact center performance against defined goals. From a complete diagnosis of how your agents spend their time to schedule adherence data, Aspect Analyzer pinpoints specific areas for productivity improvement and cost savings. The product consolidates and processes data from all leading suppliers of contact center technologies (ACD, predictive dialer and enterprise applications) to generate a single, comprehensive management view of your agent and contact center performance. Aspect Analyzer includes a robust set of features that support sophisticated contact strategies.

Key Features:

• Consolidate and Process Data from your ACD, IVR, predictive dialer and Web applications to generate a single, comprehensive management view of your agent and contact center performance 
• Universal Import Engine - collect data automatically from disparate technology systems        
• Key Performance Indicators (KPI) - measure the critical performance areas for your agents, their supervisors and your organization        
• Goal Setter™ - set measurable, meaningful objectives for your contact center        
• Performance Measurements™ - automatically display the data you need to properly mange your contact center with a collection of data warehouse reports        
• Score Card - see whether goals have been met with an easy-to-read green, yellow and red coded Score Card that can be emailed to agents. These take the guesswork out of performance reviews and help create an environment where targeted coaching can lead to productivity improvement        
• Weighted Score Composite Key Performance Indicator - create the perfect weighting of various KPI's by which to evaluate your agents and contact centers        
• Automated Score Card Distribution - select any level of personnel in your contact center to receive Score Cards, schedule to automatically send Score Cards at regular intervals        
• Schedule Adherence Tracker™ - pinpoint when agents show a continuous trend of schedule non-compliance and take timely action to correct that behavior, works with your workforce management package or scheduling system        
• Peak Times Performance Analysis - identify peak time activity in your contact center and designate specific times of day as Peak Times, then set goals for specific Peak Time Key Performance Indicators and produce reports that analyze your site's performance during these times

Business Benefits

• Improve goal setting by measuring agent performance and schedule adherence across an entire contact center        
• Show long-term historical performance at the agent, supervisor, manager and contact center level        
• Track results across multiple dimensions: time, personnel, work groups and systems        
• Automate consolidation and data processing from your contact center's existing systems        
• Improve agent productivity with Score Cards showing an accurate view of performance during a review period        
• Make performance analysis easy with a user-friendly browser-based interface

Aspect RightForce is a powerful enterprise workforce management product suite that meets the workforce management needs of the enterprise and extended contact center. RightForce solutions are designed to help forecast and schedule employees based on multiple demand sources such as inbound/outbound call volume, web agent text and voice chat, email or any enterprise staffing requirement. RightForce is the first in the industry to offer workforce management in an ASP model and is committed to continuing development of innovative solutions for the business enterprise

Aspect RightForce allows users to respond efficiently to diverse customer demand sources. These demands may be from sophisticated interfaces with other systems, such as ACDs, Outbound Dialers, e-mail, and chat servers, as well as spreadsheets and real time data entry of individual demand transactions.

Aspect RightForce includes support for multiple contact centers, different Agent skill sets, various employee types and work rules when optimizing schedules for the contact center.

To support forecasting and scheduling of personnel to meet service objectives of each demand source, basic transaction information is collected. The number of transactions that occur during each interval of the day, and the average transaction time, are acquired for each demand source. This is often every 15 or 30 minutes, but the interval will vary depending on the parameters of the demand source. Other information is obtained real time to support features such as Real-Time Adherence.

Aspect RightForce retains up to seven years of daily historical information and 13 months of detailed (15 or 30 minutes) information. At implementation time, if historical information is available, it may be loaded at that time.

Many customer environments do not provide a single interface to obtain data from multiple demand sources. Aspect RightForce has made this easier by utilizing a data interface engine that develops interfaces quickly and accurately to any system that provides electronic read access to its data. Data may be obtained via a LAN connection, RS-232 serial port, ODBC, OleDB or other methods. This capability ensures that RightForce will be able to support not only existing user systems, but also new systems that may require an interface in the future. A superset of this technology may be licensed from RightForce and used by customers to create their own interfaces not only to RightForce, but also for general data warehousing applications.

www.aspect.com