On June 27, 2013 Aspect Software announced the availability of Aspect Workforce Mobile.  This new software solution provides contact center agents mobile access to Aspect’s workforce management solution.  This makes it possible for agents to view and request changes to their own schedule using their smartphone or tablet computer.  Agents can also view their own performance metrics and productivity statistics on their mobile device from any location.  For those agents who are motivated to get ahead and/or are working toward a career in customer care, this capability will prove to be an invaluable asset.

 

For supervisors, Aspect Workforce Mobile offers the ability to look at workforce schedules and make or approve changes as necessary from their mobile device.  Supervisors with a mobile device can also view intraday statistics, forecasts, performance metrics and nearly every statistic provided by Aspect’s workforce management software.

 

What I found so extraordinary about this announcement is how stunningly practical this Aspect solution is.  With the proliferation of mobile devices in the U.S. today, which currently stands at approximately 1.1 mobile communications devices for every man, woman and child in the U.S. and all of its territories, it only makes sense to extend the usage of these communications tools to those in the customer service profession.  The next generation of workers has been raised with a mobile phone in hand and it is typically this generation’s resource of choice for nearly all information.  Contact center executives should welcome the ability to access work information on a personal mobile device with open arms.

 

I was particularly interested in the proactive broadcast capabilities of Aspect Workforce Mobile.  Any piece of information that can impact the workforce schedule in any way can be quickly automated and broadcast to a mobile device.  For example, if a contact center finds itself with overtime hours available this opportunity can be promptly broadcast to its agent population.  Agents can log on to the workforce management system with their mobile device and quickly check their schedule against the available overtime hours.  Again using a mobile device from any location, agents can apply for the overtime hours as appropriate.

 

Credit for Aspect Workforce Mobile belongs to an Aspect customer and Aspect’s Innovation Group, which developed the solution at the request of this specific customer. The customer has been using Aspect Workforce Mobile with its nearly 3,000 agents and estimates it will save about $500,000 per year.  I’d call that an acceptable return on investment (ROI).

 

As previously mentioned, this is a practical solution that I expect to find immediate and widespread acceptance in the worldwide contact center industry.  Beyond that, I’m happy to see that there are still contact center solutions providers that are creating solutions that directly address and impact the actual, existing productivity challenges faced by contact centers today.   With so many vendors that seem to have their head in the cloud, so to speak, it is reassuring to see that Aspect still has its feet firmly planted on the ground.

I have to admit I experienced creeping uncertainty when I got word about the management changes at Aspect a couple of months ago.  Not only were the new managers unfamiliar names, they were for the most part not from the communications industry and one of the new execs was an M&A guy.  Would Aspect be broken up and sold in pieces or was this going to be a wholesale sell-off to the highest bidder?

 

Turns out it won’t be any of those things if I can base my assessment of Aspect’s future on the words I heard from the new executive management team this week.  In a fairly atypical industry occurrence, Aspect executives gathered this week with a small group of analysts in an all day, no-holds-barred meeting to make clear the company’s commitment to corporate growth and industry influence in the future.  I left the meeting a believer.

 

When I say the meeting was no-holds-barred, I mean that the discussion was frank and honest, not peppered with the usual flowery marketing drivel.  Mistakes were made in the past and admitted to.  The much-hyped Aspect relationship with Microsoft was put into perspective and I finally understood where it fits into Aspect’s growth strategy.  While it makes sense from a market perspective, I hope Aspect tones down the marketing perspective.  Contact center professionals simply aren’t that enamored with Microsoft, at least not to the degree that some other industry professionals are.  Aspect’s relationship with Microsoft doesn’t do anything to win the heart and mind of the customer service professional.

 

What does win friends and influence people in the contact center industry are innovations in technology solutions that industry people know they need, like workforce optimization, mobility solutions and social media management tools.  Without giving away secrets, I’m convinced that Aspect is on the right track to win new friends.  To back up the talk, they’re walking the R & D walk with significant new investment in this area in dollars for both people and technology.  I see this level of commitment in product development as a strong proof point that Aspect as we know it is here to stay.

 

Financially, Aspect is in a relatively strong position.  Just this week they paid down another $50 million in debt leaving their outstanding debt, by order of magnitude, about a tenth of Avaya’s debt and around half of Genesys’ debt.  I discovered that Aspect’s new CFO is a fellow grad school alum, so that subjectively boosts my confidence in the company’s fiscal responsibility.

 

There are very few companies in the contact center industry that have the confidence to put their top executives in front of analysts to answer questions without a marketing or PR buffer.  Aspect is now part of this elite group and I believe the confidence Aspect has shown in itself will translate to strong and responsible growth for the company.  Aspect is well-positioned to meet the challenges that lie ahead.