Amazon Connect

+

Aspect WFM

Amazon Connect

+ Aspect WFM

State-of-the-art workforce management capabilities with the convenience of the AWS cloud

Amazon Connect

+ Aspect WFM

State-of-the-art workforce management capabilities with the convenience of the AWS cloud

Amazon Connect

+

Aspect WFM

State-of-the-art workforce management capabilities with the convenience of the AWS cloud

About the Aspect® and Amazon® Partnership

Amazon Web Services (AWS) is the market leader in global on-demand cloud computing technology across IaaS, PaaS and SaaS. Not only are we aligned in our core values, but AWS has bootstrapped the Aspect Cloud for dynamic scaling and rapid deployment models, allowing our customers' businesses to grow without bounds. AWS and Aspect have partnered to unify some of our core competencies at the source code layer to drive a complete Customer Engagement solution with Amazon Connect and Aspect Workforce Management (WFM).

Aspect has achieved an Advanced performance partner tier with Amazon, demonstrating our full commitment to the relationship and ability to solve technology challenges with knowledgeable subject matter experts.

Enjoy Feature-Rich WFM Capabilities

Aspect Workforce Management, now a powerful complement to Amazon Connect, has enabled thousands of contact centers over the last several decades to operate more productively and efficiently.

Aspect WFM features a simplified, browser-based interface complete with:
  • Responsive, user-customizable dashboard
  • Unlimited what-if scenarios
  • Easy employee self-service
  • True multi-channel/multi-skill optimization

Critical forecasting, tracking, agent productivity, and real time adherence data are transferred from Amazon Connect to Aspect WFM through a seamless integration to provide a rich WFM experience. Forecasting data considers historical call volumes and projects future calls volumes along with staffing needs. Forecasts are then used to schedule specific agents for specific times. Tracking data is used to monitor expected departures from call volumes and average handle times. Agent productivity and real-time adherence data gives supervisors the information they need to monitor agents' performance and be alerted to any deviations from scheduled activities.

Better CX through Intelligent Integration

The Amazon Connect and Aspect Workforce Management/Optimization integration allows enterprise customers to rapidly deploy and cost effectively operate their contact centers across the globe. The key benefit is the ability to intelligently manage staffing needs and costs in real time. Having the right number of appropriately skilled agents available at the right time leads to a better customer experience.

Integration Architecture

Why Choose Aspect

The award-winning Aspect WFM feature set and highly intuitive interface are loved by agents and managers alike.

Our seamless integration with AWS supports all Aspect WFM implementation models including on-premises, private hosted, and AWS cloud environments. As a result, businesses already using any version of Aspect WFM can easily migrate to Amazon Connect; likewise, new Amazon Connect customers can choose the Aspect WFM deployment method that's right for their business. Key differentiators include:

Want to Know More?

To learn more, or to get started using Aspect Workforce Management and Amazon Connect, complete the form below and an Aspect expert will contact you soon.