Aspect again named #1 global workforce management
solution vendor
Retains top spot in both North American and Global rankings
Aspect, a leading provider of customer contact and Microsoft platform solutions, has announced that the company has been named the leading global workforce management vendor in the 2011 World Contact Centre Workforce Management Systems Market report by Pelorus Associates, an independent market research and consulting company. Globally, Aspect owns 29.7 percent of the workforce management market, and it leads the North American market with 37.7 percent share. Pelorus has tracked the global market for contact centre workforce management systems since 2006 and Aspect has consistently ranked number one in global and North American market share.
“Companies are continually looking for ways to increase productivity and efficiency in a challenging economic climate. Aspect has remained the market leader in workforce management because of its proven success in helping organisations improve contact centre efficiencies and performance,” said Dick Bucci, senior consultant, Pelorus Associates. “With its full breadth of workforce optimisation capabilities, Aspect now offers the most diverse set of solutions in the contact centre industry and as the workforce management market continues to grow, we anticipate Aspect will maintain their market leadership position.”
Aspect’s workforce management capabilities help customer-focused organisations deliver a next-generation customer experience through software solutions that fully exploit enterprise communications and collaborative platforms. Workforce management is an integral component of Aspect’s workforce optimisation suite which provides control over, and insight into, every customer interaction. Aspect’s flexible forecasting, scheduling and tracking tools enable companies to optimise the allocation and productivity of inbound, outbound, and blended front and back-office staffing resources. Aspect offers workforce management functionality within its Productive Workforce™, Optimised Collections™ and Blended Interaction™ customer contact applications that empower companies to target operational objectives with specific software capabilities.
“Aspect’s leadership position at the top of global workforce management rankings reflects the trust that the market has in us to deliver solutions that solve critical customer contact challenges,” said Serge Hyppolite, vice president of product management, Aspect. “While the report reflects our deep understanding of workforce management in contact centre and back-office processes, Aspect delivers even greater value by synchronising its full workforce optimisation solution (workforce management, quality management and performance management) with its multi-channel interaction management capabilities.”
About Aspect
Aspect builds customer relationships through a combination of contact management, workforce optimisation and Microsoft unified communications and collaboration platform solutions, enabling organisations to meet the expectations of today’s technology-savvy, socially connected consumer by bringing customer contact to every key functional area of the enterprise and its partner ecosystem. Aspect is recognised by global industry analysts for its successful track record of helping companies achieve strategic objectives, deliver operational efficiency and enhance customer satisfaction. Aspect enables organisations of all sizes to meet their business goals with the combined power of time-tested software and professional services, including more than two-thirds of the Global Fortune 50. For further information, visit www.aspect.com.
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