Forecast with amazing accuracy
Schedule for optimal performance
Track actual performance and take quick corrective action
Efficiently manage agents in multiskill, multichannel contact centers
Based on industry-acclaimed TCS technology, Aspect eWorkforce Management reduces the complexity of single-skill or multiskill staffing. It dramatically improves response times, cuts expenses, and increases agent and operational efficiency.
Using historical data from all contact channels and employing sophisticated mathematical models, Aspect eWorkforce Management can predict contact volumes, average handle times, and more, automatically adjusting for seasonal variations. It continually updates its forecasting model to provide the most accurate predictions possible.

Based on forecasts, shift templates, and employee preferences, the unique optimizing scheduling system automatically creates detailed schedules to make the right number of agents, with the right skills to meet customer needs, available at any given time. Then it assigns these schedules to agents, taking into consideration skills, experience, work preferences, and other criteria.