Aspect Unveils PerformanceEdge Quality Management 3.0

As the companies deal with multiple agents, sites and platforms in their day to day business, there is an increasing need to synchronize all of them together. To help companies do just that, Aspect, a unified communications solutions provider, has unveiled new quality management features in its Productive Workforce unified communications application for the contact center.

 

Named PerformanceEdge (News - Alert) Quality Management 3.0, the new application offers features such as cradle-to-grave interaction tracking, enhanced security and compliance, improved alerting, redundancy, system management, and increased features for outsourcers. Other capabilities offered include Security and PCI (News - Alert) compliance capabilities, Scalable architecture for enterprise contact centers, Outsourcer recording features, and improved redundancy and alerting.

 

Aspect’s PerformanceEdge is an IT-ready contact center software platform built on Microsoft (News - Alert) .Net Web services. With this, contact center and back office managers can consider everything and act immediately which helps them to control costs, enhance service levels and align performance with strategic goals. According to Aspect (News - Alert), there are currently more than 3000 clients for the PerformanceEdge application.

 

“The quality management capabilities of Productive Workforce will help our customers gain even broader insight into interactions in the call center and a deeper understanding of enterprise communication processes,” said Andy Bezaitis, senior vice president of product management, Aspect. “The knowledge gleaned from these recordings will be critical for organizations to improve multichannel communications in the enterprise and leverage UC to gain a competitive advantage.”

 

This new application by the company helps the clients to avail full-time call logging and quality recording. They will also be able to use scalable quality management functionality with these added features in the Productive Workforce.

 

Recently, the company announced the general availability of PerformanceEdge eLearning 8.2.5 with integration to the Aspect Unified IP platform product. This latest release provides an interface to Aspect Unified IP enabling users to monitor service levels in real time and dynamically push eLearning sessions to agents based on queue service level goals. PerformanceEdge eLearning 8.2.5 allows the system to automatically cancel an eLearning session.