Contact Center Solutions Featured Article

December 04, 2008

Aspect Voted Most Trusted Vendor for Workforce Optimization Solutions

By Susan J. Campbell

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 (News - Alert) 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 (News - Alert), 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.
 

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.

Edited by Stefania Viscusi


Related Contact Center Solutions Articles

    Telvista to Handle Virgin America's Unique Customer Services Program

    For those of us who fly around the U.S., Virgin America is likely a favorite. Not only do they have a modern fleet with all of the amenities-wide seats, personal video, power adapters, etc., and reasonable prices-but they also happen to provide great customer service. [ Read More ]
    05/20/2013

    Will Visa Reforms be Catastrophic for Offshore Outsourcing?

    It is safe to say that the tech industry in the United States has more than a passing interest the immigration reform bill now working its way through the U.S. congress. While immigration reform has been a hot topic for several years, it has become a priority of both the Obama administration and Congress, driven in no small measure by the presidential election results. [ Read More ]
    05/20/2013

    Uncovering the Roadblocks to First-Call Resolution

    When call centers began pursuing "first-call resolution" in the last decade, it wasn't just a buzzword. The idea of ensuring that all calls into a contact center are resolved on the very first call, eliminating the need for the customer to call back, has a whole host of benefits. [ Read More ]
    05/20/2013

    Bad Customer Service Costs UK Businesses Billions Each Year

    While it's become something of a hobby in the U.S. to complain about the quality of customer service, it has become something of a national pastime in the U.K., where by all reports, customer service is in even more dismal shape than it is on this side of the Atlantic. [ Read More ]
    05/20/2013

[ View all Contact Center Solutions Articles ]

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier‐free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert

Press Releases