ASPECT® PRODUCT OVERVIEW
Aspect® Performance Management™
Aspect Performance Management enables a structured process through which a
company manages and improves its overall performance against certain key metrics. The
ultimate goal is to align everyone in the organization towards the same set of goals so
the company has a much greater likelihood of achieving those goals.
Aspect Performance Management helps align operational performance to corporate strategic goals.
Benefits This helps ensure that contact center employees are focused on the Key Performance Indicators
– Ensures that all levels of the (KPIs) that help drive strategic success across business processes.
organization are focused on
KPIs that will drive strategic
Performance Management is the process of improving operating results using key metrics, goals
success. setting, personalized dashboards and task automation. It is a practice increasingly adopted among
– Uncovering reasons for leading contact center operations and related functional environments to improve the effectiveness
performance shortfalls and of customer service, collections and telemarketing business processes.
taking action to effect
behavior. In the contact center, the starting point is integrating data from disparate data sources into a
– Promoting continuous common repository. Aspect Performance Management automatically pulls data from call center
process improvement and
providing the tools for self
systems and other data sources and integrates it into a common platform for reporting and taking
improvement. action. From this platform, Aspect Software delivers personalized dashboards for everyone in the
operation, complete management reporting, alerting, and task automation to improve processes.
Aspect Performance Management improves performance and productivity, enabling the
optimization of staffing without compromising quality. Agents are able to see their own production
stats allowing for self correction. It empowers employees to manage their own performance against
targets that have been clearly defined to drive effective behaviours. Supervisors are able to easily
and efficiently manage, track, and identify root causes for performance shortfalls and take timely
corrective action as needed.
Aspect Performance Management delivers metrics to all roles, with clear goals and rewards for
attainment. It creates a performance culture in which supervisors are coaching for continuous
process improvement as it creates workflows to initiate and
track coaching sessions and their results. It can help design
and track progress of performance improvement plans that
truly move the needle on contact center performance.
Improve Customer Service Collections and margin per transaction, complex balanced scorecard
Telemarketing Performance scores, number of account saves per objection
Key Benefits Aspect® Performance Management™ is designed to handling, training hours, and promise kept
turn customer contact centers into high-performing, percentage calculations based on agent tenure and
– Increase revenue
opportunities and customer data-driven operations. Today, common contact training.
satisfaction. center processes using historical data include: agent
Operations can also track supervisor level activities
– Improve strategic and fact- scheduling to meet predetermined service levels, real-
to identify which supervisors are most effective at
time skills-based routing to ensure the best available
developing agents and managing their time. And
– Enhance agent productivity agent receives a call, and account information
with personalized finally, with immediate access to enterprise-wide
consolidation with computer telephony integration
dashboards and goals data, executives and managers can gain a complete
(CTI) technologies to reduce average handle time
showing an accurate view of view of performance for the first time – allowing
performance. (AHT) and increase customer satisfaction. While
them to react more rapidly and effectively to
each of these techniques increase productivity and
emerging customer and operational trends.
quality of service, by applying information to a highly
specific process, their ability to improve productivity Consolidate and Analyze Data from Multiple
beyond the targeted function is constrained. Sites, Channels and Platforms
Aspect Performance Management provides
Contact center managers are demanding more by
powerful, data-rich analysis and reporting of
using data in new, innovative ways.
historical data gathered across multiple sites and
Operations are utilizing a broader array of metrics channels. It consists of software components that
that truly measure performance and increase allows contact centers to easily collect, store,
operational efficiency, rather than relying on the organize and manage data.
traditional metric set.
Aspect Performance Management provides pre-
For example, by combining information from multiple built contributors to common contact center
systems (e.g., automatic call distributor (ACD), IVR, applications including:
workforce management, quality management,
• ACDs: Aspect® CallCenter® ACD, Avaya™
predictive dialers, back office, legacy, etc.) with CMS, and Nortel® Symposium
process data (e.g., coaching frequency and duration,
• Email management systems: Kana Response
number of incident reports, degree of competency,
• Workforce management systems: Aspect®
Aspect Performance Management etc.) in a performance management application, a
offers flexible tools to analyze KPI contact center can develop new metrics to assess
metric trends and coaching results to • Interactive Voice Response (IVR): Aspect®
performance effectiveness. Metrics such as: cost
impact performance. Customer Self Service™
These pre-built and integrated data contributors
transmit data from the respective source system to
Aspect Performance Management. The information
can then be made available for near real-time
analysis. Pre-built contributors can also be
supplemented with custom contributors to tailor
the data to specific business requirements.
Aspect Performance Management Features
Aspect Performance Management supports
functionality to enable contact center’s targeted
performance projects across customer service,
collections and telemarketing business processes.
Fully Customized Dashboards
Dashboards show at-a-glance summaries of a set of
key reports with similar themes. Application
developers can customize dashboards using built-in
authoring tools and can be restricted by user roles.
Common dashboards include:
• KPI daily
• Executive summary
• Bonus and incentive summary
2 Aspect® Performance Management™
• Stack rank performance reports
• Goal performance dashboard
• Site performance dashboard
• Enterprise level performance and reporting
Fully Customized OLAP Reports and Query
Reports enable customers to view online analytical
processing (OLAP) data for specific metrics along
specific dimensions. Reports are rendered in table
and/or chart format. Users can manipulate reports
to view data along different axes, change the
aggregation levels (drill down or roll up along
particular axes), pivot information, as well as sort
and filter the data. Reports are authored using
report authoring tool described below.
Aspect® Performance Management™ has the built-
in capability to store and track data that changes
over time. This is important in call center Alerts are system generated notifications about Aspect Performance Management
environments as changes to business structure certain condition occurrence, for example, an alert offers dashboards so that all levels of
drive reports and analysis. Without proper the organization to be aligned
can be fired when an agent’s AHT is higher than the
temporality, all metrics will be inaccurate. Temporal against overall corporate goals.
set threshold value. Messages are user-generated
tracking applies to proper accounting for changes in notifications, and a Task is a request to complete a
organization hierarchy (who reports to whom and set of actions. Aspect Performance Management
for what time) and other person/group attributes workflow elements operate based on underlying
that account for proper temporal metrics, goals, online transaction processing (OLTP) and OLAP
filters, data restrictions, etc. monitors. These monitors can be configured for a
For example, the contact center pulls a report specific table or report and to monitor for specific
looking at 4-months worth of data for an agent that conditions.
was part-time for the first two months and full-time
Aspect Performance Management Architecture
for the latter two months. A filter can be applied to
The Aspect Performance Management architecture
the report – called “exclude part-time employees”.
is enterprise-class, open standards-based, and
As a result only the second two months of data will
designed for flexibility (easy to deploy and
show for person A. All attributes are now recorded
changeable by business users). It consists of the
historically in the OLAP data mart. As a result,
complex goals and incentive calculations, which
often rely attributes, such as tenure, employee Data Integration and Cleansing Engine –
status, department, will be more historically automatically extracts, cleanses and transforms data
accurate. from call center systems, custom enterprise data
sources, spreadsheets and flat files.
Fully Customized Forms
Aspect Performance Management Forms enable Data Mart – consisting of data staging & cleansing
customers to enter process data directly into the tables as well as a ROLAP database for use by end-
data mart. Form data can be integrated with the rest user modules. Infrastructure - provides
of the system to create reports, dashboards, or administration tools, metadata repository,
workflow tasks. Forms are typically used to replace personalization and access control and configuration
paper-based processes, such as performance management
review, recording of coaching session or recording of End-user modules – Reports, Dashboards, Forms,
performance improvement plan for new employees. and Task Automation (Alerts, Messages and Tasks).
Forms are fully customizable using metadata Aspect Performance Management is compatible
configuration files. with existing corporate infrastructures and will
accommodate future enhancements. An open
Fully Customized Workflows and Alerts and Tasks
standards-based solution, Aspect Performance
Aspect Performance Management workflows
Management can be integrated with a wide range of
consists of alerts, messages and tasks elements.
platforms and applications.
Aspect® Performance Management™ 3