Aspect Software Launches PerformanceEdge

Aspect Software has announced the launch of PerformanceEdge, a contact centre optimisation suite that synchronises workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to holistically improve business performance.

“Both inbound and outbound focused contact centers are struggling to meet the growing demands of the consumer and the business due to a number of factors, including increasing transaction volumes, limited insight into real-time events, siloed systems requiring manual report compilation and too many technologies that don’t support business process initiatives,” said Bob Kelly, vice president, PerformanceEdge Group at Aspect Software. “Now, for the first time, with PerformanceEdge, managers are able to tap into historical data, evaluate real-time intelligence and plan future scenarios to gain a complete, end-to-end view of contact center performance and, with the benefit of that information, take immediate action in the face of changing business conditions.

PerformanceEdge offers existing integrations to all leading ACDs and predictive dialers, including those from Avaya, Cisco, Nortel, as well as Aspect Software. The solution also includes integrations to customer relationship management (CRM) systems and other back office solutions allowing organisations to leverage a complete range of information about their company-customer interactions.

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PerformanceEdge offers unified management, administration, data collection, workflows, reporting and data sharing across multiple applications and sites.