Company: Aspect Software, Chelmsford, MA
Entered by: The Bateman Group
Company Description: Aspect Software is the world's largest company solely focused on the contact center industry. The company is dedicated to providing proven, innovative products and services that enable companies to achieve their key business process strategies including customer service, collections, and sales and telemarketing for in-house and outsourced contact centers.
Nomination Category: Company, Office & Product Awards Categories
Nomination Sub Category: Best New Product or Service

Nomination Title: Aspect® eWorkforce Management™ 7.0

1. Tell the story about this nominated product or service (up to 500 words). Describe its function, features, benefits, and sales to date. You may include hyperlinks to product photos and data sheets. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

Personnel account for 60-70 percent of the average contact center’s expenses.
However, while staff represent the highest resource cost, they are also an
extremely valuable asset, most often serving as the front-line of communication
with an organization’s customers. A business’ reputation, competitiveness,
revenue growth and profitability are greatly impacted by the ability of the
contact center to deliver consistent, high-quality service.
Aspect Software offers the award-winning Aspect eWorkforce Management 7.0
solution to provide all types of contact centers with a set of powerful
workforce optimization and strategic planning tools that automate the complex
tasks of managing agents and enhancing productivity. The suite’s core component
provides essential workforce management forecasting, scheduling and tracking
functionality for single-skill, multiskill and multichannel contact centers. To
drive even greater efficiency, it also offers a set of fully integrated
Enhancement Packages that help fine-tune agent productivity, empower agents and
supervisors, and optimize performance across all environments – in-house,
outsourced, single-site, multisite, inbound, outbound and blended.

Released in July 2006, the latest version of the software is the first staffing
software to offer truly viable enterprise-class outbound scheduling in addition
to inbound scheduling. A sophisticated algorithm helps organizations schedule
the right number of agents to handle the predicted outbound and inbound/outbound
blended workload and maximize the number of contacts made and revenue generated.
Additional enhancements include:
- A new and improved user interface – for enhanced usability and increased
efficiency in performing daily workforce management tasks. New navigational
functionality and data manipulation capabilities benefit users by facilitating
easy interaction with the software and reducing training costs.
- Additional languages supported for increased extensibility of the software
worldwide – including Chinese (Simplified & Traditional), Korean and Japanese.
With the addition of these languages, the software is now available in eight
different languages, including English, French, German and Spanish.
- Companies using Aspect eWorkforce Management have reported a number of
business benefits, such as a reduction of 55,000 hours in customer hold-time
annually, increased employee morale and attrition rates by more than 20 percent,
and reduced staffing and management costs by 80 percent.

Aspect eWorkforce Management is part of the Contact Center Performance
Optimization product line, which helps to synchronize all aspects of a contact
center’s performance to provide greater alignment of contact center performance
with overall business goals. In addition to Aspect eWorkforce Management, the
Contact Center Performance Optimization product line includes proven solutions
for interaction management, performance management and quality management.

Paul Stockford, president and chief analyst of Saddletree Research has commented
on the importance of Aspect’s integrated strategy: “With the release of Aspect
eWorkforce Management 7.0, Aspect Software leads an elite group of solutions
providers able to offer comprehensive forecasting, scheduling and adherence
combined with performance and quality management in a single performance
optimization product suite designed for inbound, outbound and blended contact
centers. Combined with a new look and feel that enhances the already intuitive
user experience of Aspect eWorkforce Management, Aspect is clearly demonstrating
that there is brain as well as brawn behind this contact center giant.”

2. List hyperlinks to any online news stories, press releases, product reviews, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

More product information:
http://www.aspect.com/Products/WorkForceManagement/eWorkForce

Press releases:

7/25/06
Aspect eWorkforce Management Gets New Look With 7.0 Release; Supports Inbound,
Outbound and Blended Contact Center Environments in Eight Languages
http://www.aspect.com/newsitems/NewsRelease7_25_06

10/31/06
Aspect Software Named Innovator by TMC Labs and Recognized for Excellence by
Internet Telephony Magazine
http://www.aspect.com/newsitems/NewsRelease10_31_06

2/13/07
24-7 INtouch Partners with Aspect Software to Provide Clients With Market
Leading Aspect® eWorkforce Management™ Solution
http://www.aspect.com/newsitems/NewsRelease2_13_07b

2/21/07
Aspect Software Customers to Present at 2007 Summit for Workforce Management
Excellence Starting Today
http://www.aspect.com/newsitems/NewsRelease2_21_07

Aspect eWorkforce Management in the News:

4/6/06 CRM Magazine
Aspect's Workforce Optimization Puzzle: The Final Piece
http://www.destinationcrm.com/articles/default.asp?ArticleID=5956

7/26/06 CRM Magazine
Aspect and Witness Up the WFM Ante
http://www.destinationcrm.com/articles/default.asp?ArticleID=6227

10/17/06 TMCNet.com
HP Japan to Market Aspect eWorkforce Management Software to Contact Center Market
http://www.tmcnet.com/news/2006/10/17/1987445.htm

Customer Case Studies:
http://www.aspect.com/eprise/main/server8/content/1300Solutions/2050CustomerServices/
ASP-VW-Credit_CustSvc_CS.pdf

http://www.aspect.com/eprise/main/server8/content/1300Solutions/2050CustomerServices/A
SP-Hilton_CS.pdf

http://www.aspect.com/eprise/main/server8/content/1300Solutions/2100Collections/ASP-Union-
Shop-Success-Story.pdf

3. Provide a brief (up to 100 words) biography about the leader(s) of the team that developed this nominated product or service:

As the vice president of performance optimization solutions for Aspect Software,
Robert Kelly is focused on the global sales and market development of its suite
of performance optimization applications. Bob joined Aspect Software in April
2004 following its merger with CenterForce Technologies. Bob brings a wealth of
contact center industry experience, as well as an extensive background in
computing and telecommunications technology. Before joining Aspect Software,
Bob was the president and CEO of CenterForce Technologies where he was
responsible for extending the company’s vision and developing the industry’s
first contact center performance optimization application suite.