Contact Center Solutions Featured Article

Frost & Sullivan Declares Aspect Market Share Leader In WFM

October 30, 2007

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.
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!