Aspect announces Aspect Intelligence™, its newest capabilities designed to help enterprises move from static workforce planning to ongoing, real-time operational control.
Aspect Intelligence is designed to help teams spot risk earlier and act faster, reducing the time and effort spent on last-minute adjustments when plans change.
Manual coordination, schedule rework, and reactive firefighting is known to trap agents, supervisors, and planners in repetitive daily tasks which can prevent them from focusing on higher-value work and become costly for organizations. Aspect Intelligence helps identify issues early and act proactively allowing workforce teams to focus on more strategic work.
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“Workforce teams make hundreds of decisions every day from adjusting forecasts, filling gaps, and responding to volume spikes,” said Tina Ghanem, Aspect’s VP of Product. “Aspect Intelligence helps them prevent disruption instead of reacting to it, with the transparency and control organizations need.”
Built for trust and real-world operational environments
As governance expectations rise, organizations need to understand what decisions were made, what rules were applied, who approved what, and how to review it later. Aspect Intelligence is built to support transparent, explainable decision-making with rules-based guardrails, designed for environments where conditions change rapidly and constraints are complex. This enables enterprises to automate with confidence, even in regulated or unionized environments.
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The initial release includes Automatic Schedule Updates based on Adherence, which reduces repetitive supervisor work by applying simple, policy-aligned rules to keep schedules accurate at scale. Late logins, missed breaks, early sign-outs, and leaving mid-shift automatically trigger the correct schedule updates. Supervisors can focus on coaching agents and keeping service running smoothly instead of chasing corrections.
Upcoming enhancements will build on this foundation with intraday automation and AI-driven coaching and training scheduling, enabling teams to protect service levels, reduce idle time, and turn live operational signals into measurable performance improvement.
Additional Platform Enhancements
Alongside Aspect Intelligence, this release includes enhancements across forecasting, user experience, accessibility, and platform extensibility. Improvements include unified navigation with streamlined schedule editing across web and mobile, reaching WCAG 2.1, and expanded APIs plus HRIS Data Connect (beta) to reduce integration effort and improve data reliability.
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