Contact Center Solutions Featured Article

August 21, 2009

Aspect Achieves Highest Score in Datamonitor Decision Matrix

By Calvin Azuri

TMCnet Contributor

Aspect has received the highest reporting score among all vendors within the Datamonitor Decision Matrix of Analytics Vendors. According to the report, Aspect's (News - Alert) strengths lies in providing all-in-one contact center solutions and unified communications as well as offering technical workforce optimization capabilities for dashboards, scorecards and reporting.

Aphrodite Brinsmead, associate analyst at Datamonitor, said organizations should utilize contact center analytics to make improvements in business processes and ensure that agents are able to meet customers' service demands. Aspect ensures this by providing mature reporting and analytics solutions.

The Datamonitor Decision Matrix is a summary of IT systems management vendors' capabilities based on a quantitative assessment of their market impact, end user sentiment and the technology features delivered. It also explores the competitive dynamics within the contact center workforce optimization field and helps businesses select a vendor based on technology strength, reputation among customers and impact in the market.

Aspect scored well in the technical assessment section of the survey of end users. It achieved the highest score among all vendors for reporting and also scored above average in workforce optimization for dashboards, scorecards and for workflows and alerts. The financial stability, customer support and product quality provided by Aspect resulted in the high recognition score from the customers surveyed.

The Aspect unified communications applications for the contact center with reporting capabilities include Productive Workforce, Productive Workforce for Aspect eWorkforce Management and Optimized Collections. These UC applications deliver tools and processes required to help organizations optimize resource utilization. They unite workforce management, quality management, campaign management, and performance management to reduce the cost per customer interaction and also improve the overall customer experience.

According to Brett Williams, director of product management at Aspect, the acknowledgement by Datamonitor is enough proof that Aspect continues to bring real workforce optimization value to its customers. Moreover, Aspects’ reporting and analytics capabilities enable organizations to easily determine if they're maximizing productivity across resources.

Follow ITEXPO (News - Alert) on Twitter: twitter.com/itexpo

Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.

Edited by Stefania Viscusi

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