Aspect Leads North American Workforce
Management Market According to Frost & Sullivan
Workforce Management Capabilities in
Productive Workforce™ Continue to Lead Industry
Aspect, a unified communications(UC) solutions
provider, today announced that the company has been
named the leading workforce management vendor, based
on revenues including product and services in the
2009 North American Agent Performance Optimization
Market report from Frost & Sullivan, the Growth
Partnership Company, for providing market-leading
workforce management solutions.
“Aspect’s workforce management capabilities
continue to lead the market because they synchronize
the features needed to streamline customer service,
collections, and sales and telemarketing business
processes,” said Keith Dawson, Frost & Sullivan
principal analyst. “We’re seeing more companies
interested in finding ways to lower operating costs
and optimize agent productivity, and many
organizations are turning to Aspect to deliver these
solutions through robust workforce management
tools.”
The workforce management technology from
Aspect enables companies to hire agents and optimize
the allocation of inbound, outbound, blended front
and back office staffing resources to reduce costs,
while improving overall business results. It
includes flexible forecasting, scheduling and
tracking tools that ensure organizations meet
customer service, collections, sales and
telemarketing and back-office goals with the most
effective staffing plan possible. Aspect offers
workforce management capabilities as part of the UC
applications for the contact center, Productive
Workforce, Optimized Collections™ and Blended
Interaction™. Aspect’s UC applications help
companies target operational objectives with
specific software capabilities.
“In today’s economy, our customers are
trying to get the most out of their contact center
investments – specifically their people -- and
workforce management provides critical forecasting
and scheduling capabilities to help companies gain a
competitive advantage,” said Brett Williams,
director of product management, Aspect. “Our
leadership in the market is another proof point that
many companies are seeing the value in tightly
integrating contact center capabilities through UC
applications such as Productive Workforce. With UC
applications, organizations can streamline their
business processes, increase their productivity and
ultimately, improve their customers’ satisfaction.”
About Aspect
Aspect provides softwareand consulting
servicesthat turn the potential of unified
communicationsinto real business results across the
enterprise and in the contact center. Applying 35
years of insight and experience, Aspect helps more
than two-thirds of the FORTUNE Global 100, as well
as small and medium enterprises, power their
business processes with communications. For more
information, visit
www.aspect.com.
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