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.

Page(s)   1