Contact Center Solutions Featured Article

The PerformanceEdge Group is a dedicated organization within Aspect that is comprised of contact center performance optimization professionals. This division has announced today that Aspect had the largest number of respondents to vote it number one among global vendors as the most trusted vendor to deliver a complete workforce optimization solution.

These results are from an end-user survey conducted by Datamonitor, a global provider of online data and analytic forecasting platforms for key vertical sectors. This recognition is considered to be proof that Aspect is the highest regarded workforce management optimization vendor among survey respondents in both North American and Western Europe.

Part of Datamonitor’s Customer Interaction Technologies research, the study, "Business Trends: Contact Center Investments in Developed Markets (Customer Focus)," asked 150 contact center managers and IT decision makers from North America and Western Europe questions related to technology budgets, investment priorities and vendor selection for various contact center solutions.

"Aspect continues to demonstrate leadership and strong mindshare in the contact center industry and the workforce optimization space, and it is evident in the results from our study," said Daniel Hong, Lead Analyst, Customer Interaction Technologies at Datamonitor, in a Thursday statement.

"Aspect provides a well rounded workforce optimization solution stack and companies are beginning to recognize the benefits of a complete workforce optimization solution."

According to respondents, when looking for advanced contact center application vendors, their top priority is an ‘all-in-one’ contact center solution. Key considerations are also a strong combination of technology and services, best-of-breed technology and flexible pricing models.

Companies are also looking for one vendor to provide their contact center technology and services for easier software management, as well as economically viable solutions.

"As Datamonitor has found in the survey, there is increased interest in workforce optimization applications like PerformanceEdge(TM). Much of this is being driven by economic factors, as well as regulatory and customer satisfaction issues," said Bob Kelly, vice president of the PerformanceEdge Group at Aspect, in the Thursday statement.

"For example, workforce management clearly speaks to a need to improve workforce efficiency and more effectively manage the limited resources organizations have available. And, an analytics application is quickly becoming a 'must have' application to better understand customer and agent relationships, to increase customer retention and loyalty, as well as to ensure compliance.

This survey underscores that Aspect understands its customers' needs by delivering the critical solutions they require to achieve their strategic objectives. Perhaps most importantly, they view Aspect as a trusted partner," added Kelly.

Workforce optimization is gaining considerable traction in the industry as companies are recognizing the benefits that such solutions can provide. The increasing pressure from a global economy in turmoil is forcing companies to re-examine their internal strategies to ensure they are operating as efficiently as possible. Workforce optimization solutions can significantly enhance a company’s efforts, putting them quickly on track.