Data Sheet

Aspect® eWorkforce Management™

Outbound and Blended Capabilities
.

Managing a contact center workforce is no simple matter and adding

in the complexities of successful collections, sales and telemarketing
staffing requirements only makes the task more difficult. Aspect
eWorkforce Management assures you have the right agents with the Highlights
right skills at the right time to deliver high-yield campaign results,
—— M
 aintain the right number
while maximizing the efficiency and effectiveness of your outbound and
and type of agents at the right
blended staffing resources. time to improve sales-per-hour
As the global leader in workforce management, Aspect eWorkforce Management helps you ratios, dollars collected and
customer retention.
consider all aspects of staffing your outbound and blended operations to maximize the efficiency
and effectiveness of your staff in sync with your business goals. The software’s core forecasting, —— E
 valuate multiple staffing
scheduling and tracking capabilities allow collections, sales and telemarketing, and proactive scenarios to determine optimal
customer service contact centers to accurately project future outbound and blended campaign staff and resource deployment.
requirements, create efficient single and multiskill staffing plans, and evaluate the plan throughout —— F orecast and generate staffing
the day to effectively meet your campaign goals, while minimizing costs. plans based on campaign
patterns.
The end result is improved sales-per-hour ratios, dollars collected and customer satisfaction, as well
as enhanced agent satisfaction and retention through better workforce planning. —— M
 ake intraday adjustments to
improve list penetration and
Powerful Strategic Planning effectiveness rates.
Aspect eWorkforce Management provides powerful “what-if” analysis to strategically evaluate —— E
 nhance agent satisfaction
multiple outbound and blended staffing scenarios to determine optimal staff and resource and retention by effectively
deployment based on your unique business requirements. This “what-if” analysis provides the managing workload
flexibility to experiment between different forecasting, scheduling and intraday staffing scenarios distribution.
to account for planned and unplanned events. An unlimited number of scenarios can be created to
—— U
 tilize unique best-time-to-
test any number of scenarios, such as determining the impact of operational changes, marketing call integration capabilities to
initiatives and/or planned training will have on outbound and blended campaign activity. increase staff efficiencies.

Accurate Outbound and Blended Forecasting —— M

 aximize agent occupancy to
Aspect eWorkforce Management generates accurate forecasts by taking into account all pertinent minimize staffing expenses.
outbound and blended specific data, including historical contact volume and campaign patterns,
such as right and wrong-party connect ratios, as well as user-supplied data including campaign list
size and number of passes.
For blended and multichannel environments, the software uses a unique multiskill architecture that
identifies multichannel staffing requirements and optimal skill combinations based on your agents’
skill sets and skills-based routing technologies.

© 2009 Aspect Software, Inc. All Rights Reserved.

 DATA SHEET

Using your contact volume projections and your defined campaign goals, Aspect® eWorkforce
Management™ calculates the optimal number of agents needed to handle the outbound and blended PerformanceEdge® Group
contacts for each intraday period using a sophisticated outbound forecasting algorithm. It also The PerformanceEdge Group
translates campaign volume and staffing requirements into their associated costs, making financial is a dedicated resource within
planning easier, faster, and more accurate. the Aspect organization that
is comprised of contact center
Flexible Outbound and Blended Scheduling performance professionals
Based on its set of accurate outbound forecasts that have been generated using historical campaign with technical, process and.
patterns, Aspect eWorkforce Management creates optimal hourly staff schedules to effectively application subject matter
meet your campaign and multichannel contact requirements. This ensures that the right numbers of expertise.
people are scheduled to handle the predicted outbound and blended workload to help maximize the
number of contacts and revenues.
Schedules can be created based on forecasted campaign requirements plus shift templates,
employee preferences, work and equity rules or a combination. Individual employees can be
manually assigned to trial schedules or the software can assign them automatically, based on
criteria you define, such as seniority, skills or start time.
An unlimited number of trial schedules can be created before making the most desired schedules
official or employees can be automatically assigned to schedules based on their preferences.

Robust Intraday Tracking for Outbound and Blended Environments

To respond to unexpected events, Aspect eWorkforce Management provides robust tracking tools
that help you proactively balance staffing levels against contact volume and campaign activity
throughout the day. The Intra-Day Performance feature compares actual versus forecasted right
party contact data and staffing statistics in 15- or 30-minute intervals so you can make corrective
changes to keep your staffing plan on track.
And with the software’s Intra-Day Time Line, you can see an at-a-glance view of individual agent
schedules along with their assigned activities to help you easily identify agents available for
reassignment.

Integration for Improved Best-Time-To-Call Efficiency

To improve your collections, sales and telemarketing contact and campaign efficiency, Aspect
eWorkforce Management offers seamless integration with Aspect® Campaign Optimizer™ and
Aspect® Enterprise Campaign Manager™. These applications provide Best-Time-To-Call capabilities Corporate Headquarters
that optimize outbound campaigns to customers and prospects at the times and places they are 300 Apollo Drive
Chelmsford, MA 01824
most likely to be reached.
. 978 250 7900 office
Optimized staff schedules and intraday staffing changes from Aspect eWorkforce Management can 978 244 7410 fax
be automatically fed into these applications to drive more effective staffing for outbound activities. Europe & Africa Headquarters
And intraday staff changes are dynamically managed to re-optimize campaigns based on the new 2 The Square, Stockley Park
staff availability. This unique integration allows you to schedule the most productive and effective Uxbridge
Middlesex UB11 1AD
employees at the best time to reach your customers to maximize outbound campaign results and
increase agent productivity. +(44) 20 8589 1000 office
+(44) 20 8589 1001 fax
Aspect eWorkforce Management
incorporates historical campaign Asia Pacific & Middle East
Headquarters
patterns into its forecasting
1 Raffles Place #58-00
process so you can customize OUB Centre
outbound staffing plans based Singapore 048616
on your unique campaign and
business requirements. +(65) 6883 5059 office
+(65) 6534 0484 fax
aspect.com

About Aspect
Aspect provides software and consulting services that turn the potential of unified communications into real business
results across the enterprise and in the contact center. Applying 35 years of insight and experience, Aspect helps more
than two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes
with communications. For more information, visit www.aspect.com.

2 PerformanceEdge® Aspect® eWorkforce Management™ Outbound and Blended Capabilities © 2009 Aspect Software, Inc. All Rights Reserved. 3383US-C 4/09