Aspect Software Japan Enters Into Business Alliance with HP Japan

Aspect Software, the world’s largest company solely focused on the contact center, and Hewlett- Packard Japan, today announced their business alliance in Japan for selling a localized version of the world’s leading workforce management software for contact centers, Aspect® eWorkforce Management™. The product was first released in 1980 in the United States and today operates in more than 3,000 customer sites across the globe. According to a recent report by industry analyst firm Frost & Sullivan, Aspect eWorkforce Management maintains a 30 percent market share (No.1) in contact centers worldwide.

“It is said that 60 to 70 percent of contact center operation’s total cost is personnel expenses. In Japan it is especially challenging to maximize agent productivity and manage costs due to there being various types of agent employment including contractors, part timers and regular employees,” said Pramod Ratwani, Vice President of Asia Pacific and Middle East for Aspect Software. “Aspect eWorkforce Management can help contact centers forecast calls from customers and create plans for appropriate agent scheduling, therefore reducing costs and ultimately enhancing customer satisfaction.”

Leveraging its extensive experience in selling contact center solutions, HP Japan will support contact center operation optimization by offering Aspect eWorkforce Management to the Japanese contact center market. Based on industry-acclaimed TCS technology, Aspect eWorkforce Management enables contact centers to accurately plan, efficiently manage and optimize the performance of multi-skilled, multichannel, multisite and outsourced staffing resources. With a productive, empowered agent population, contact centers can maximize profits and customer satisfaction, reduce staffing costs and turnover, deliver superior customer service and improve overall performance to better meet business goals.

Aspect eWorkforce Management is a scalable solution which utilizes industry standard hardware and software and integrates with all leading ACDs and predictive dialers to reduce complexity and operational costs. Aspect eWorkforce Management makes sure you have the right number of agents with the right skills across all locations. Its components include:

• Aspect eWorkforce Management (main component): Forecast, schedule and track.
• Aspect eWorkforce Management – Perform: Track and manage agent adherence and productivity.
• Aspect eWorkforce Management – Empower: Streamline schedule change requests and notifications.
• Aspect eWorkforce Management – Allocate: Forecast and schedule in multi-site environments.
• Aspect eWorkforce Management – Encompass: Control quality with outsourced agents.
• Aspect eWorkforce Management – Analyze: Optimize workforce performance.

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