PerformanceEdge from Aspect Software Leads in Customer Satisfaction

Chelmsford, MA — The PerformanceEdge Group of Aspect Software, the world’s largest company solely focused on Unified Communications for the Contact Center, announced it has the highest customer satisfaction rating for contact center performance management solutions in the 2008 Contact Center Performance Management Report from DMG Consulting LLC, a market research firm specializing in contact centers and real-time analytics. Customers surveyed in the report gave Aspect Software an overall vendor satisfaction rating of 4.67 on a five-point scale.  In addition, based on contact center seats, Aspect holds a significant share of the performance management market at 16 percent.

Performance management is the process of systematically using data for business improvement by integrating data from disparate sources, distributing highly personalized information to every employee in the operation, empowering individuals to make better fact-based decisions and then taking the best action to drive results. According to DMG1, these solutions are “intended to deliver actionable recommendations that help enterprises improve the customer experience, increase sales, improve productivity, reduce costs and agent attrition, as well as enhance the perception of the contact center within the enterprise.”

Calabrio Announces a New Architectural Direction with its Calabrio One™ Suite

Minneapolis, MN — Calabrio, Inc., a leading provider of workforce optimization and unified desktop software for IP-based contact centers, announced a new architectural direction for its software that will be built in an Enterprise 2.0 framework. The new approach will help improve business process integration by providing unified, flexible views of customer interaction, workforce optimization, performance management and analytics activities within the contact center. To reflect the new direction, Calabrio One™ is the new name of the suite of products formerly known as the Calabrio Unified Interaction Suite.

Calabrio also announced new product versions and feature enhancements within the Calabrio One suite, including enhanced graphical reports, knowledge worker support and strategic planning capabilities. In addition, the company announced pre-defined desktop integration approaches between Cisco Agent Desktop and three leading CRM applications: salesforce.com’s Salesforce CRM, Oracle’s Siebel Customer Relationship Management (CRM) and Microsoft Dynamics CRM. The integrations facilitate screen pops and automated workflows between the CRM applications and Cisco Agent Desktop, which Calabrio distributes through an OEM relationship with Cisco.

Pipkins Simplifies Multi-Site Agent Adherence Monitoring

St. Louis, MO — Pipkins Inc. released Vantage Point Real-Time Agent Adherence Global, a graphical adherence monitoring system that reduces the time and expense required to track schedule compliance for multi-site contact centers. RTA Global centralizes the monitoring process by displaying adherence levels for each center on a single color-coded map and allowing point-and-click drilldown to individual sites, enabling systemwide oversight by a single analyst.

This new add-on to Pipkins’ Vantage Point workforce management software can be used to track multiple in-house contact centers as well as monitor the performance of outsourced call centers. It builds on RTA Plus, the industry-first graphical adherence control panel that Pipkins introduced for single-site contact centers last year. RTA Global allows adherence violations at any contact center in the network to be instantly spotted and investigated with a click from a map that portrays each center’s location and its compliance levels graphically instead of through text-heavy reports.

Jazztel Deploys Impact 360 Workforce Optimization Software

Melville, NY — Verint Systems Inc. announced today that Jazztel, a leading telecommunications and data transmission carrier in Spain, has implemented Impact 360® Workforce Optimization (WFO) – a solution offered through the company’s Verint® Witness Actionable Solutions™ business line. Having deployed the solution in an Avaya IP environment, Jazztel is leveraging the software to help improve workforce management capacity and performance at its contact center in Madrid.

The ability to capture, analyze and take action on customer interactions is what appealed most to Jazztel in selecting Impact 360 Workforce Optimization. With the information acquired, the organization better understands trends and root causes. Jazztel is also able to leverage other functionality across the WFO suite – such as workforce management, eLearning and performance management – to establish realistic forecasts and performance goals, schedule the appropriate number of staff, drive performance improvement with targeted training and measure performance to identify execution issues and excellence. The solution has been deployed in conjunction with Verint partner Voiceware Communications.

InVision Software Selected for Membership in Avaya DevConnect Program

Ratingen, Germany — InVision Software, a leading international provider of enterprise-wide workforce management solutions, announced it has been selected by Avaya Inc., a leading global provider of business communications applications, systems and services, for membership in the Avaya DevConnect program. InVision Software is the developer of InVision Enterprise WFM, a web-based software solution for enterprise-wide and demand-oriented workforce management that enables companies to optimize their staff planning and scheduling processes. As a result, InVision customers can reduce personnel costs, increase productivity, improve employee satisfaction and boost revenue by leveraging better customer service.

“Membership in Avaya’s developer community will help us build our business by serving customers more efficiently and effectively,” said Peter Bollenbeck, CEO of InVision Software Group. “Building on Avaya resources and working more closely with the company to deliver compliance-tested solutions to the market, we are able to reduce integration complexity, improve security and reliability, and speed time to deployment so businesses can quickly realize a benefit to their bottom line.”

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