Aspect Software, announced the launch of PerformanceEdge, the industry's
first contact center optimization suite that synchronizes workforce management,
recording and quality management, performance management, campaign management,
and coaching and eLearning to holistically improve business performance. By
bringing critical performance optimization functionality together,
PerformanceEdge enables businesses to control costs, enhance service levels and
align contact center performance with strategic company goals.
PerformanceEdge offers existing integrations to all leading ACDs and
predictive dialers, including those from Avaya, Cisco, Nortel, as well as Aspect
Software. The solution also includes integrations to customer relationship
management (CRM) systems and other back office solutions allowing organizations
to leverage a complete range of information about their company-customer
interactions. PerformanceEdge consolidates data on agent performance, response
times, average handle times, call recordings and campaign metrics, empowering
managers to make decisions that lead to better operational efficiency and agent
effectiveness with optimal resources.
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