Aspect, a leader in workforce engagement management, announced its partnership with Cresta, the leading contact center AI platform for human and AI agents. The collaboration brings together workforce optimization and AI-driven performance insight to deliver a smarter, connected system that transforms how contact centers plan, manage, and improve their operations.
A Smarter Way to Optimize the Workforce
Aspect Workforce™ enables teams to plan with confidence—from forecasting and scheduling to managing staffing and adherence. Alongside this product offering, Aspect’s workforce intelligence empowers organizations to navigate the new era of AI by transforming workforce data into actionable insights. Through this integration with Cresta, customers can extend Aspect’s workforce intelligence into coaching, quality, and conversation analytics. The result is a continuous performance cycle in which every forecast and schedule is informed by actual outcomes and each coaching moment is grounded in real data.
“Aspect and Cresta share a common vision: empowering leaders with tools that guide, not just measure,” said Elizabeth Del Ferro, Aspect’s Chief Growth Officer. “By connecting workforce planning with AI coaching and quality insights, we’re helping customer experience teams forecast smarter and improve faster—all while elevating the agent experience.”
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This new partnership will streamline workflows, enhance fairness and transparency within the workplace, and identify opportunities for smarter planning, more targeted coaching, and continuous operational improvement. The impact for CX leaders includes:
“AI-powered insights turn piecemeal coaching and quality management programs into a scalable and transformative growth driver,” said Alex Cramer, Chief Revenue Officer of Cresta. “By integrating Cresta’s Conversation Intelligence solution with Aspect’s leading Workforce Management offerings, we're empowering businesses to make better-informed workforce decisions based on actionable insights from 100% of agent conversations.”
As contact centers increasingly incorporate both human and AI agents, combining workforce management with quality management and coaching further sets organizations up for success. The combined solution creates a positive feedback loop between human and AI agents, harnessing insights from all channels to improve the customer experience.
What This Means for Aspect Customers
Aspect customers will benefit from more actionable workforce data, integrated with AI insights. This will unlock the customer’s ability to:
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Source: PRNewswire
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