Contact centre solution provider, Ocular Technologies, is pleased to announce that as an Aspect Software partner, it will be reselling and supporting the Aspect Back Office Optimizer product, which is powered by eg solutions.
At the start of February 2014, Aspect, a provider of customer contact and enterprise workforce optimisation solutions, signed a strategic partnership and reseller agreement with eg solutions, a producer of back office optimisation software.
“The Aspect Back Office Optimizer product boosts the power of the back office, delivering on the promises made by the front office. It allows managers and supervisors to both easily and quickly adjust tasks and resources to ensure business objectives are met,” says Ebrahim Dinat, COO at Ocular Technologies. “Since eg solutions is represented locally, a full scope of support is provided for the product.”
The Aspect Back Office Optimizer product utilises an intuitive software environment, meaning that users can capture work across virtually any channel, including manual processes, to create a single view of all back office activities across the entire resource pool. Rich reporting capabilities give users insight to make data-driven decisions that improve performance.
Users can then automatically or manually allocate work in real-time throughout the back office, taking into account operational priorities, staff skill and availability.
Additional benefits include:
* Providing managers with insight into the work process through KPI data and multiple out-of-the box reports;
* Measuring workload, progress, efficiency and effectiveness, as well as in-process service level achievement;
* Tracking metrics for individual users and teams, at multiple levels and across multiple dimensions of time;
* Supporting any business process management (BPM) already in place and easily integrate between multiple systems;
* Accommodating every work channel to protect users’ technology and process investments;
* Tracking and managing processes that involve multiple departments;
* Leveraging insight across enterprise business intelligence systems for accurate productivity and resource utilisation reporting;
* Getting a single view of process throughput, staff productivity, backlog and service level achievement across the front and back office; and
* Using process insight to understand and automate workflows.
The Aspect Back Office Optimizer product is immediately available from Ocular Technologies.