Aspect Workforce Management
Optimize Your Contact Center's Workforce with Aspect Workforce Management. Forecast, schedule, and empower your team more effectively.
In today’s multi-channel world, managing staffing without accurate data is risky and expensive. Aspect's Workforce Management solution helps your business become more efficient, reduce staff churn and increase employee engagement. Optimize customer service teams with Aspect WFM. Forecasting, scheduling, quality monitoring — CX Engage, a premium partner of Aspect delivers seamless workforce solutions for South Africa and greater EMEA.
Workforce engagement is the key to contact center success. Motivated and empowered agents deliver faster resolutions, higher customer satisfaction, and stronger brand loyalty — while reducing costly turnover. Aspect Workforce Engagement Management helps businesses achieve this through smarter scheduling, accurate forecasting, automated quality management, and scalable coaching. By investing in workforce engagement, organizations unlock exceptional customer experiences, improve agent productivity, and build a resilient, future-ready operation.
Omnichannel Forecasting
Fast track your experiences from ideas to reality. Predict workloads across voice, chat, email, and WhatsApp.
Optimised Scheduling
Auto-generate efficient rosters with flexibility for breaks and shifts.
Real-Time Intraday Control
Adapt instantly to changing volumes or unplanned agent absences.
Performance Dashboards
Empower agents to view schedules, request shifts, and manage time.Designed for Your Contact Center
Whether you're managing 10 agents or 1,000, our Workforce platform scales with your needs, integrates with the tools you already use — like Alvaria CX One, Alvaria Unified IP, Avaya, AWS Connect, Genesys Cloud, Nice CX One and custom integrations to QMatic, FreshChat, and Salesforce amongst others.
Core Features
Improve Forecast Accuracy
Optimise Agent Schedules
Monitor Adherence in Real-Time
Control Operational Costs
80%
Increase your Contact Center Employee Engagement while increasing Efficiency and Service Levels
Investing in solutions like Aspect Workforce Management isn’t just about managing schedules — it’s about boosting your bottom line. Smarter staffing, higher agent productivity, and better customer experiences all translate into lower costs and stronger revenue growth. With intelligent forecasting, real-time performance insights, and proactive coaching, Aspect Workforce turns every agent interaction into a driver of efficiency, loyalty, and long-term profitability.
