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Contact Center Solutions Week in Review: Aspect, NICE, Genesys

January 07, 2017

Contact centers solutions play an important role in the success of businesses across industries and borders. Over at Contact Center Solutions we cover all the latest in call center and workforce optimization solutions news. The Week in Review offers a chance to quickly go over the top headlines from the week. Sit back and enjoy.

This week, Forrester announced it has placed Aspect Software at the top of its list for  the Contact Center Interaction Management (CCIM) market for large contact centers for the third quarter of 2016.

It spotlighted the company’s Aspect Unified IP product, a comprehensive, software-based, contact center platform, for its ability to provide routing, proactive contact and agent empowerment capabilities. With Aspect Unified IP it is possible to have all the best on-premises, hosted, or in hybrid deployment environments.

In more market reporting news, DMG Consulting also announced its  2016/2017 Workforce Optimization Product and Market Report which named NICE a WFO leader.

NICE holds 41.5 percent of the market with its Adaptive WFO approach serving as a market differentiator.

Miki Migdal, President, NICE Enterprise Group noted, “Adaptive WFO, our innovative approach to employee engagement, has garnered significant interest amongst customers and prospects. These organizations recognize that to achieve true efficiency and deliver outstanding customer service, they must incorporate advanced analytics and smart routing, which NICE provides to companies of all sizes and all verticals.”

Also this week, The Arab country of Bahrain announced the launch of its brand new contact center which seeks to improve business development and support growth of the nation’s economy.

Business owners and employees can call to get step by step help for government aid applications or information on other government programs.

Finally, a new partnership between Avtex and Genesys seeks to further improve contact center solutions.