Aspect introduces Scheduled Callback. (New Products).

Aspect Communications Corporation, a provider of enterprise customer contact solutions, recently announced Scheduled Callback. The solution was designed to allow customers, instead of waiting on hold, to choose to schedule a time for the company to call them back, which helps reduce cost and the frustration associated with holding and having to call again later. Aspects solution is integrated with Aspect's workforce management software, which allows businesses to adjust staff schedules dynamically. Designed to leverage Aspect's solution suite, Scheduled Callback was designed to be most effective when accurate staff schedules and forecasts are managed with Aspect eWorkforce Management software. Aspect's workforce management solution analyzes scheduled callback data along with other call volume, call type, staff preference, staff skill and other service data to create staffing schedules, so contact centers can avoid being over- or under-scheduled. Scheduled Callback offers customer callers various callback ti mes based on business rules involving estimated wait time, staff schedules and service level parameters. For eligible customers in the queue, Scheduled Callback automatically calculates the best options from staff schedules and contact center objectives. The caller can choose from available callback times in the near term or select a preferred period for which the system will pinpoint a suitable time. Callbacks can also be initiated from a Web page. Contact centers can help lower costs through fewer abandoned calls, reduced toll charges, smoother staffing and higher customer satisfaction overall. Scheduled Callback is in limited customer release and will be available as an application for Aspect Enterprise Contact Server v6.0, generally available in the second quarter of 2003. www.aspect.com