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News : Aspect Software Announces Workforce Chatbot, Aspect Mila: Intelligent Assistant
Las Vegas, NV, USA, May 11, 2016 -- Aspect Software, a provider of fully-integrated consumer engagement, workforce optimization, and back-office solutions on premises and in the cloud, announced Aspect(R) 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(R) 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.
"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."
Posted by Veronica Silva Cusi, news correspondent
Source: Aspect Software
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About Aspect Software:
Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
Published: Thursday, May 12, 2016