Aspect Leads North American Workforce Management Market According to Frost & Sullivan

CHELMSFORD, Mass. – 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 software and consulting services that turn the potential of unified communications into 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.