Workforce Management

Call Center Workforce Management Software

The Right People in the Right Places When You Need Them

Available as a cloud or on-premise solution, award-winning Aspect® Workforce Management™ software helps you accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, and back office resources.

• Easy forecast and scheduling of all interaction channels including:
  • Voice
  • multi-session chat
  • email
  • social media and others
• Forecast staffing requirements across all contact center resources
• Automatic updates for historical patterns and calculating shrinkage
• Unlimited "what-if" scenarios to understand the impact of staff,
• budget or demand variations
• Real-time alerts when performance is out of tolerance

Keeping your Agents Fully Engaged!

• Easily view and manage schedules from anywhere using a dedicated mobile app or touch-tone IVR.
• Accommodate any agent’s personal schedule preferences including:
  • Days per week and hours/week
  • Shift length and start/stop times
  • Workday patterns
  • Lunch/break preferences, etc.

A Modern Intuitive Graphical User Interface Agents Love

Its workforce management interface was created specifically for the call center with a sleek and modern design. We made it easy to use so agents will actually use it.

• Simplified web-based user dashboard
• Responsive design supports all major browsers
• Simpler, faster handling of complex schedule trades and sequential shift bids

Alvaria - Workforce Management Software