Contact Center Solutions Featured Article

October 30, 2007

Frost & Sullivan Declares Aspect Market Share Leader In WFM

By Tracey E. Schelmetic

TMCnet Contributor

Aspect (News - Alert) Software, Inc. today announced that the company has received the Market Leadership Award in workforce management from consulting company Frost & Sullivan. In a recent Frost & Sullivan research study, the workforce management capability of Aspect Software's PerformanceEdge led with almost a third of the North American market, based on the total revenue for its Aspect eWorkforce Management products and related services.

The Frost & Sullivan Award for Market Leadership recognizes companies that have exhibited market share leadership through successful market strategies, as well as have displayed excellence in all areas of the market leadership process, including the identification of market challenges, drivers and restraints and creating solutions to address those challenges. To identify the recipient of this award, Frost & Sullivan selects the company that has substantially increased market share, revenue growth rates, profitability and/or market and technology innovation.

“Aspect Software has been the leader in workforce management for more than 25 years and has the largest installed base of any competitor,” said Keith Dawson, industry analyst for Frost & Sullivan. “The company has ensured its continued hold on the workforce management market through a combination of product quality, retention of existing customers, and expansion through its latest PerformanceEdge offering. Aspect Software has differentiated itself from the competition by finding innovative ways to meet the unique and ever-changing requirements of its customers.”

PerformanceEdge helps contact centers address increased market challenges by creating a suite of performance optimization applications that combine workforce management, performance management, quality management and campaign management capabilities, as well as coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals.

“This recognition from Frost & Sullivan further underscores what our contact center customers already know: that Aspect Software is dedicated to delivering the best solutions to our customers,” said Jim Foy, president and chief executive officer at Aspect Software. “We believe our dominance in the workforce management space can be attributed to listening to the needs of our customers and developing solutions that deliver real, tangible value. Looking ahead you can expect us to continue to offer innovative solutions that enable our customers to fully optimize their contact center performance.”

Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.

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