Aspect, a unified communications (UC) solutions provider, has announced the general availability of PerformanceEdge eLearning 8.2.5 with integration to the Aspect Unified IP platform product. This latest release provides an interface to Aspect Unified IP, enabling users to monitor service levels in real time and dynamically push eLearning sessions to agents based on queue service level goals.
PerformanceEdge eLearning 8.2.5 allows the system to automatically cancel an eLearning session if service levels are below pre-defined thresholds. This latest release is geared toward any inbound or blended Aspect Unified IP customer looking to reduce attrition and improve productivity.
“This integration of PerformanceEdge eLearning and Aspect Unified IP allows organizations to schedule eLearning sessions for agents to provide training and coaching opportunities without sacrificing overall quality of service,” said Allyson Boudousquie, director of business process marketing, Aspect. “By bringing together software capabilities that allow organizations to easily schedule learning sessions, we’re enabling our customers to improve their agent skill sets and provide even better service to their end-users. This is critically important when organizations don’t have the bandwidth or resources to hire individuals with the right skill sets, but need to focus on enhancing what they already have available.”
In addition to Aspect Unified IP, PerformanceEdge eLearning offers product integrations to Aspect eWorkforce Management, Aspect CallCenter ACD and Aspect Spectrum ACD.
PerformanceEdge eLearning can be used as an add-on for all of Aspect’s unified communications applications for the contact center, which use software to target operational objectives with specific capabilities from the Aspect Unified IP and PerformanceEdge platform products.