Contact Center Solutions Featured Article

August 05, 2008

Frost & Sullivan Recognizes Aspect for Contact Center Product Line

By Susan J. Campbell

TMCnet Contributing Editor

Aspect Software announced that it has been recognized with the 2008 North American Product Line Strategy Award from Frost & Sullivan (News - Alert), for its leadership in the North American inbound contact center routing market.

Aspect is being recognized with this award for helping companies to understand the benefits of unified communications when combined with customer interactions by launching the unified communications (UC) for the contact center strategy.

The combination of the Aspect Unified IP solution with unified communications applications from Microsoft (News - Alert) is enabling Aspect to provide the enterprise with the tools necessary to enhance customer experiences, while also keeping costs in check and helping to generate additional revenues.

"It is becoming more evident that unified communications is going to help drive the need for unified contact center solutions, " said Frost & Sullivan senior analyst Keith Dawson (News - Alert), in a Tuesday statement. "The completeness of Aspect Unified IP, in terms of the sheer volume of capabilities available on a single, software platform, is what will allow organizations to leverage all of the functionality that a sound unified communications strategy will demand."

Dawson added: "Essentially, a unified solution will make it easier for organizations to streamline their customer-facing business processes and extend them logically beyond the traditional boundaries of the contact center into the enterprise."

Each year, Frost & Sullivan present the Award for Product Line Strategy Leadership to a company that has successfully demonstrated the most insight into customer needs and product demands. The named company has optimized its product line by leveraging products with the various price, performance and feature points required by the market.

For Aspect, the company is recognized for excelling in its ability to introduce new products strategically positioned to balance the product line; accommodate different market segments; enhance its offerings through optimization of service, delivery, financing and other value-added services; and successfully manage strategic technology or marketing acquisitions and alliances.

"With its latest game-changing deal [with Microsoft] and product line strategy, Aspect may have even topped its mega-merger for sheer impact," Dawson said. "Clearly looking to take a leadership role in helping companies understand the benefits of unified communications in customer interactions organizations, the company launched a far-reaching and highly innovative Unified Communications (News - Alert) for the Contact Center strategy. And while the contact center market has experienced several bumps over the past five years, Aspect Software has always been a company clearly unafraid of upsetting the status quo in that market."

"This is a powerful endorsement of the Aspect Software strategy and recognition that our unified approach is the way that contact centers and organizations can provide a customer experience that truly exceeds consumer demands," said Mike Sheridan, senior vice president of strategy and marketing at Aspect Software, in Tuesday’s statement. "This recognition also helps reinforce our belief that the contact center must be a key element in every organization's unified communications strategy -- that it supplies the applications, the best practices, and the processes to enable an exceptional customer experience, regardless of where that interaction is taking place within the organization."

UC technology applications can deliver significant benefits to the contact center, but often organizations do not know where to begin to implement such solutions or even what they need. Aspect sets out to educate these companies on what is available and how to select only those solutions that meet their needs and enable them to achieve the most benefit.

It is these efforts that have shown Aspect to be a company worth recognition from a firm respected as much as Frost & Sullivan. Not only will this award help to further strengthen the value of Aspect’s offerings in this field, it will also help to better position their company in competitive situations.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Jim Cossetta, President, CEO, 4What Interactive, Creators of The VoIPTrainer, brought to you by 4What Interactive (News - Alert).

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