Date:12/09/2007 URL: http://www.thehindubusinessline.com/2007/09/12/stories/2007091252410400.htm

Back Contact centre optimisation suite

Bangalore, Sept. 11

Aspect Software has launched PerformanceEdge, a contact centre optimisation suite that synchronises workforce management, recording and quality management, performance management, campaign management, coaching and eLearning. Now, managers will be able to tap into historical data, evaluate real-time intelligence and plan future scenarios to gain a complete, end-to-end view of contact centre performance and, with the benefit of that information, take immediate action in the face of changing business conditions, said Mr Bob Kelly, Vice-President, PerformanceEdge Group at Aspect Software, in a release. PerformanceEdge offers integration with all predictive diallers, including those from Avaya, Cisco, Nortel, as well as Aspect Software. It includes integration to customer relationship management systems and other back office solutions. —

Our Bureau