Aspect Software Announces Workforce Chatbot, Aspect® Mila™: Intelligent Assistant Brings Newfound Efficiency to Contact Center Agents

  • Workforce chatbot provides automated, actionable information to
    speed employee decisions that directly impact customer service delivery
  • Aspect® Mila
    is a more convenient way to access the Aspect EQ Workforce Optimization
    TM
    suite; part of a powerful employee engagement ecosystem
  • Employee engagement, retention, and productivity improves with
    Aspect Mila by empowering agents to easily manage their schedules and
    receive feedback from their mobile devices,24×7

LAS VEGAS–(BUSINESS WIRE)–#AspectACE15–Aspect Software, a leading provider of fully-integrated consumer
engagement, workforce optimization, and back-office solutions on
premises and in the cloud, today announced Aspect® Mila™, a
new interactive assistant that redefines how contact center supervisors
and agents interact with workforce applications and each other. Aspect
Mila is an integration of Aspect® CXP and Aspect natural
language understanding (NLU) technologies. When used with components of
the Aspect EQ™ Workforce Optimization™ (WFO) suite, it allows
supervisors to better manage staffing requirements and empowers agents
to take control of their schedules from anywhere using their mobile
devices, without direct access to the WFO desktop applications. The
announcement was made at the Aspect
Customer Experience Event
(ACE) in Las Vegas.


“First it was Siri, Alexa and Cortana as our personal assistants, and
now chatbots are dramatically redefining how we interact in our daily
lives. Consumers are quick to take advantage of the time-saving
convenience bots offer and Aspect Mila is putting these same
technologies and efficiencies to work in the contact center,” said Mike
Bourke, SVP and general manager, workforce optimization at Aspect
Software. “The key objectives of Aspect’s WFO solutions have always been
to align support with customer demand, while incorporating the needs of
employees, and managing costs. Mila represents the next level of agent
empowerment and convenience, which will lead to greater agent
engagement, happier agents, and ultimately happier customers.”

Aspect’s recently-commissioned agent experience report with Pelorus
Research found that 96 percent of supervisors think agents would be more
satisfied in their work if they could use an interface that more closely
follows the look and feel of consumer technologies like the iPhone. In
fact, 75 percent of supervisors think that employee access to contact
center software from mobile devices is desirable or essential for the
agent to provide better customer experiences. Aspect Mila uses
conversational SMS, desktop chat, other text channels or IVR to remotely
enable employees to complete workforce optimization tasks when they need
to and in a way that’s natural for them.

Aspect Mila benefits include:

  • Administrative efficiencies – Providing employee self-service from an
    anytime mobile access platform, reduces administrative costs and
    increases intra-day staffing accuracies
  • Decreased agent attrition – The flexible, mobile solution improves
    work-life balance for agents by making it easier for them to do their
    jobs
  • Increased productivity – Omni-channel self-service capabilities
    empower workers to complete workforce tasks at a time and in a manner
    that is convenient for them

For more information about Aspect Mila, please visit http://www.aspect.com/solutions/workforce-optimization/aspect-mila

About Aspect

Aspect’s fully-integrated solution unifies the three most important
facets of modern consumer engagement strategy: 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 and back offices seamlessly align their people,
processes and touch points to deliver remarkable customer experiences.
For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware.
Read our blogs at http://blogs.aspect.com.

Aspect and the Aspect logo, are either trademarks or registered
trademarks of Aspect Software, Inc. or Voxeo Corporation 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.

Contacts

Aspect Software
Tim Dreyer
+1 630 227 8312
tim.dreyer@aspect.com