National Association of Call Centers

Aspect’s Mobility for the Contact Center Workforce

On June 27, 2013 Aspect Software announced the availability of Aspect Workforce Mobile. This new software solution provides contact center agents mobile access to Aspect’s workforce management solution. This makes it possible for agents to view and request changes to their own schedule using their smartphone or tablet computer. Agents can also view their own performance metrics and productivity statistics on their mobile device from any location. For those agents who are motivated to get ahead and/or are working toward a career in customer care, this capability will prove to be an invaluable asset.

 

For supervisors, Aspect Workforce Mobile offers the ability to look at workforce schedules and make or approve changes as necessary from their mobile device. Supervisors with a mobile device can also view intraday statistics, forecasts, performance metrics and nearly every statistic provided by Aspect’s workforce management software.

 

What I found so extraordinary about this announcement is how stunningly practical this Aspect solution is. With the proliferation of mobile devices in the U.S. today, which currently stands at approximately 1.1 mobile communications devices for every man, woman and child in the U.S. and all of its territories, it only makes sense to extend the usage of these communications tools to those in the customer service profession. The next generation of workers has been raised with a mobile phone in hand and it is typically this generation’s resource of choice for nearly all information. Contact center executives should welcome the ability to access work information on a personal mobile device with open arms.

 

I was particularly interested in the proactive broadcast capabilities of Aspect Workforce Mobile. Any piece of information that can impact the workforce schedule in any way can be quickly automated and broadcast to a mobile device. For example, if a contact center finds itself with overtime hours available this opportunity can be promptly broadcast to its agent population. Agents can log on to the workforce management system with their mobile device and quickly check their schedule against the available overtime hours. Again using a mobile device from any location, agents can apply for the overtime hours as appropriate.

 

Credit for Aspect Workforce Mobile belongs to an Aspect customer and Aspect’s Innovation Group, which developed the solution at the request of this specific customer. The customer has been using Aspect Workforce Mobile with its nearly 3,000 agents and estimates it will save about $500,000 per year. I’d call that an acceptable return on investment (ROI).

 

As previously mentioned, this is a practical solution that I expect to find immediate and widespread acceptance in the worldwide contact center industry. Beyond that, I’m happy to see that there are still contact center solutions providers that are creating solutions that directly address and impact the actual, existing productivity challenges faced by contact centers today.   With so many vendors that seem to have their head in the cloud, so to speak, it is reassuring to see that Aspect still has its feet firmly planted on the ground.

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Aspect + Nexidia = Next Gen Speech Analytics

Last week Aspect announced a partnership with Nexidia to provide the speech analytics component of Aspect’s Unified IP workforce optimization (WFO) solution.  I didn’t think much of it until I dug a little deeper into what this new partnership can potentially bring to the table for Aspect, and for the contact center industry as a whole.
Speech analytics comes in a couple of flavors.  One of the most popular flavors requires the recorded speech to be transcribed into text before the speech analytics engine searches the text for any critical phrases as defined by the user.  The other flavor translates a bit faster in that the actual voice recording is searched using phonetic indexing, which looks for key words and phrases using phonemes, the smallest discreet units of human speech.  Both flavors have their strengths and weaknesses, but Nexidia has taken speech analytics and bumped it up to the next level.  This is bound to capture the attention of the contact center industry.
Although there hasn’t been any flag waving or chest pounding on the part of Nexidia, they have developed technology that allows the analysis of a voice conversation in real time.  What this means for the contact center is that all conversations, not just select or random conversations, can be monitored as they are occurring.  It will be possible to conduct root cause analysis and trigger alerts as the call is in progress.  This is pretty heady stuff.
Consider, for example, the integration of real time speech analytics with agent screen pops.  In this case, anytime a word related to a particular topic is spoken it triggers an agent screen pop reminding the agent of the procedure for these types of calls.  Or, perhaps the call is from an important customer and a keyword is spoken that automatically triggers a real time alert and bridges the call to an account manager, or it notifies the supervisor that this important customer call is in progress and offers an option to silent monitor the call.  Given a little imagination, the possibilities for real time speech analytics in the contact center are endless.
The problem for Nexidia has been that although they have the real-time speech analytics engine, it’s not much of an application by itself.  That’s where the Aspect partnership comes in.  Aspect has the applications and the experience to take real-time speech analytics, make it an integral part of their workforce optimization suite and potentially shake up the industry.  Aspect will be tasked with taking this new technology from Nexidia and creating applications with a practical use in the contact center.  It will be a complex undertaking but if history is any indicator, Aspect is up to the challenge.

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