Patent for Workforce Management
Phoenix-based Aspect Software has been awarded a patent for modeling and simulating the interaction dynamics of chat, email, instant messaging, social media and other text-based customer communication in a workforce management (WFM) environment.
Aspect Software is a leading provider of native consumer engagement, workforce optimization and self-service solutions.
Most traditional WFM systems are designed to schedule agents for voice but not the emerging digital channels. The patent was awarded for the unique method used to accurately estimate the required staff in a multi-skill, multi-channel contact center environment.
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