Phoenix, AZ and Middleton, WI (PRWEB) February 26, 2014
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions and TantaComm, a leading global provider of secure customer interaction recording and performance management solutions for contact centers of all sizes, today announced the release of TantaComm Manage, a workforce management suite, powered by Aspect Workforce Management. Manage becomes TantaComm’s fifth product suite in a set of solutions for contact center optimization including Capture for call and screen recording, Protect for security and compliance, Evaluate for quality monitoring, and Centralize for consolidating operations in the cloud.
TantaComm Manage ensures contact center operators have the right resources based on call volumes, agent availability and skills and helps plan and manage the performance of inbound, outbound and blended staffing resources across all customer channels. The software’s core forecasting, scheduling and tracking capabilities allow organizations to accurately project future staff requirements to support customer demand, create efficient staffing plans, evaluate schedule efficiency, monitor staff performance and adjust resources to meet changing demand in real-time.
“TantaComm has a strong history of developing and delivering the most reliable, best-of-breed products on the market,” said Ruben Moffett, TantaComm’s Chief Operating Officer. “In the case of workforce management, rather than develop a native application, we have selected Aspect’s platform because of its leadership in the marketplace and our history with them as a partner. Additionally, it was critical to achieve more than just a commercial solution and both organizations did a great job with the technical integration which is key to a cohesive end user experience.”
With a shared philosophy for open architecture, and broad collective experience in the market, TantaComm and Aspect’s partnership brings to market the first solution collaboration using Aspect’s platform, allowing TantaComm to address a wider spectrum of workforce optimization needs.
“With the global workforce management market expected to grow from $313M in 2013 to $403M in 2018, it’s clear that organizations are seeing the untapped productivity potential in workforce tools and solutions,” says Tom Shepherd, Vice President, Worldwide Channel and Alliance Sales, Aspect. “We’re very excited that TantaComm is able to utilize our partner development tools to bring to market a very robust agent management solution that addresses the staff efficiency challenges many contact center organizations have been struggling to solve.”
Aspect Workforce Management assures organizations have the right agents, with the right skills, at the right time and helps plan and manage the performance of inbound, outbound and blended staffing resources across all customer Channels. Aspect developer’s platform molds unified multi-channel interaction, effective people management, and technology expertise with operational environments such as Microsoft, Oracle, SAP, etc. into single framework that provides the connection to the enterprise infrastructure, data access and interfaces which unite contact center infrastructure with foundational technologies to improve customer-facing business processes.
*According to OVUM’s June 2013 research report, Workforce Optimization Technologies Forecast: 2013–18
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit http://www.aspect.com.
Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.
TantaComm is a global innovator in customer interaction recording, security and regulatory compliance and quality management solutions. Many of the world’s largest contact centers, inside sales teams and technology providers have relied on TantaComm to help them deliver great customer experiences. Not just another interaction recording vendor, TantaComm has been serving customers for 20 years and boasts an annual client retention rate of over 98%. Flexible delivery models that meet client needs for implementation, technical design, budget requirements and support are what set TantaComm apart. For more information, visit http://www.tantacomm.com.
# # #
Aspect, the Aspect logo, are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.