Aspect Customer Satisfaction Ratings Tops All Vendors in DMG Consulting’s Contact Centre Workforce Management Report
Company ranks highest in nearly all categories
Aspect, a leading provider of customer contact and Microsoft platform solutions, today announced that the company received the highest marks of any vendor in DMG Consulting’s 2011 – 2012 Contact Centre Workforce Management Market Report. Of the eight WFM vendors analysed, Aspect’s customer satisfaction scores ranked highest in five categories and tied for the best in 3 more of the nine categories, including in Overall Satisfaction. Of the 14 product satisfaction subcategories, Aspect received top marks in 7 and tied for best in 6.
DMG Consulting surveyed customers to create an independent customer satisfaction survey measuring end-user satisfaction with vendors and their products as well as their service, support, professional services, training and innovation and pricing.
“The DMG report illustrates Aspect’s commitment to bringing innovative, flexible and reliable workforce management solutions to the market,” said Serge Hyppolite, vice president of product management, Aspect. “As this report is compiled from detailed survey responses, it is clear that we are providing our customers with the functionality and performance that address the critical business challenges their contact centres face on a daily basis.”
Aspect’s workforce management capabilities help customer-focused organisations deliver a next-generation customer experience through software solutions that fully optimise 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.
“Workforce management is a mission critical and often complex function for contact centres. It’s challenging to do it right, but the customer satisfaction results show Aspect’s commitment to its customers,” said Donna Fluss, DMG Consulting President.
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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