As we draw the curtain on 2024, we’re taking some time to reflect on major milestones at Aspect and looking ahead to what’s in store for the next year. In 2024, we brought back a beloved brand, announced new innovations in our product suite, and refreshed our resources and support services to guide businesses through their workforce journey.
Let’s take a look at some of our top accomplishments of 2024 and explore what’s in store for 2025.
The return of Aspect
Relaunching one of the workforce industry’s most beloved brands was the biggest highlight of the year. Returning to an old brand name, but bringing a renewed spirit of innovation was a risk we were willing to take.
Aspect returned in September 2024, becoming a revitalized brand within the Alvaria company portfolio. Not only was our industry-leading workforce engagement management (WEM) product suite rebranded, but we also announced the development of a new, agent-focused workforce experience.
We’re putting people back at the center of service interactions, ensuring agents are empowered, businesses and thriving, and customers are happy. The new Aspect is developing a new vision for workforce management, and we’re so happy you’re here to be a part of it.
Wins for Aspect and our customers
We love to see our customers win. The Aspect team is committed to making sure you get the results you need out of your workforce software. Here are just a few major wins for Aspect and our customers from 2024:
Interested in reading more about our customer success stories? Our newest case studies offer real-world applications of our suite in different fields. Read about how customers ranging from mid-sized businesses to multinational enterprises gained new ground in their workforce efforts with Aspect solutions.
Updates to WorkforceOS™, our robust WEM platform
WorkforceOS™, formerly Alvaria Workforce Engagement Management or Alvaria WEM, saw several updates this year and will continue to get a face lift in 2025 (stay tuned!) Our team implemented enhancements across WorkforceOS™’s existing tools, including features to help make workforce management processes more intuitive. This includes developing integrations with tools like Amazon Connect, UJET, and Twilio to improve data access and connectivity across a workforce.
WorkforceOS™ updates also included upgrades to performance management customizations and updates to precision in quality management processes. Enhancements to our platform and supporting services were made with customers in mind, ensuring both admins and employees have the tools needed to succeed.
New resources for our community
Along with re-introducing the Aspect brand, we developed new resources to answer questions and provide solutions to all of your workforce needs. As we transition into 2025, we’ll continue to create a variety of new resources to address the unique needs that workforces see across contact centers in different industries. We’ll be developing new avenues to provide you with information that will help your organization thrive.
Enter Futureworks, a workforce podcast
Yep, we launched a podcast. Gillian Grefé, Director of Brand Marketing and Michelle Huey, Executive Assistant, launched Futureworks on November 8th. Gillian and Michelle are taking an accessible approach to discussing innovation in the workforce world, with some of the industry’s forward thinkers.
Listen to one of the latest Futureworks episodes with Aspect CEO, Darryl Kelly, and stay tuned for our next two episodes launching this month with Stephanie Schott and Jordan Birnbaum.
Blog resources for workforce newbies to seasoned professionals
Whether you’re newly starting your workforce management journey or you’ve been in the industry for decades, we’re developing resources to answer important questions and continue larger conversations.
Newcomers can explore blogs that answer big questions like what is workforce engagement management? What is workforce optimization? And why does employee engagement even matter?
If you’re feeling stuck in the buying process for workforce management tools, we had you covered this year (and every year, going forward) with resources to help you pick the right workforce software and avoid mistakes along the way.
We also provided some resources for workforce professionals looking to explore new perspectives on industry trends like AI or for those interested in best practices to implement in their organization.
The Aspect blog will continue to evolve in 2025, providing readers with insights from WEM experts to help ensure employees are happy, business is thriving, and customers are receiving the level of service they need.
Interactive webinars discussing the future of workforce
November 2024 marked the start of a new webinar series, Tomorrow’s Workforce. This webinar series began as a way for professionals to have a open dialogue with our WEM experts about challenges and solutions present in the dynamic contact center industry. The first installment, “Artificial Intelligence and the Business of Buzzwords in the Contact Center Industry” covered the hot topic of AI and what it really means for contact centers.
The second installment of Tomorrow’s Workforce is on December 11th at 12:00PM EST. Sign up via Zoom or keep your eyes peeled for the webinar recording and helpful blog recaps posted to our site.
Looking towards 2025 and beyond
The new year is right around the corner and 2025 will bring innovative developments to the Aspect suite with continued benefits for our customers. To kick off the new year, Aspect customers will have access to an updated Learning Management System with Aspect Academy. With an AI assistant, users will receive customized learning path suggestions for courses most relevant in an employee’s training journey.
In February, we’ll be launching Version 24.1 of WorkforceOS™, with new features aimed to boost productivity and employee engagement across your contact center. Stay tuned for updates to our tools that will refine your historical forecasting methods, strengthen integrations with your tech stack, and offer enhanced coaching capabilities.
Along with updates to our existing product suite, we’re crafting a new agent-focused workforce application launching in beta January 2025. This next-generation tool will unify your workforce, providing easier scheduling with predictive insights to simplify workdays for managers and empower employees to find the best work-life balance for their needs. This workforce experience will seamlessly integrate with Aspect Workforce™ to ensure cohesion, reducing friction between tools and automating manual scheduling tasks.
If you qualify as a beta customer, an Aspect team member will ensure you’re set up and ready to go by January. Public launch of our newest workforce offering is slated for early March. Sign up for a demo with one of our experts to learn more about the next-gen tool that will transform workdays for your team.
We’ve had an exciting 2024, but we’re not losing the momentum. We’ll continue to build upon our decades of expertise to create the workforce experience your organization needs.
As our CEO, DK loves to say, “to the moon, friends.” See you in 2025!
