Aspect Software, the world's largest company solely focused on the contact centre, announced today it has once again been ranked as the leading provider of workforce management applications in North America, according to Saddletree Research[1].
Aspect has 24.5% share of the market based on its PerformanceEdge workforce management product line revenue, which is almost 40% more than the next highest vendor at 17.8%.
According to the Saddletree report: "Aspect has emerged with a company vision that gives every indication it will continue to hone its leading edge for many years to come."
"Aspect continues to demonstrate solid market leadership. It has introduced a workforce optimisation strategy that builds on the momentum generated by its market-leading workforce management solution, which will help the company continue to grow market share," said Paul Stockford, president and chief analyst, Saddletree Research. "This leadership comes from solid insight into what contact centres need to effectively control costs, enhance service levels and align performance to support strategic goals. Looking at workforce management from a larger performance optimisation perspective is what is helping differentiate Aspect from the other vendors."
Over the next five years, Saddletree expects the North American call centre workforce management market to grow at a compounded annual growth rate (CAGR) of 6.8%.
"Aspect continues to lead the market because our workforce management capabilities, as part of a true synchronised performance optimisation offering, are exactly what companies need to plan, manage and optimise the productivity and effectiveness of contact centre resources to best meet customers' demands," said Bob Kelly, vice-president of the PerformanceEdge Group at Aspect Software. "By having the right agents with the right skills in the right place at the right time, contact centre managers can maximise the performance of their inbound, blended and outbound staff resources and that is what can make the difference between success and failure in these competitive times."
The workforce management capabilities of PerformanceEdge enable organisations to plan and manage the utilisation of inbound, blended and outbound staff. PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and e-learning to enable organisations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact centre managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centres to control costs, enhance service levels and align performance with strategic goals.
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Saddletree Research provides communications industry research, including analysis of market trends, issues, technologies, and companies in the call centre, multi-channel contact centre, customer relationship management (CRM), communications, convergence and emerging communications markets.
Aspect Software
Aspect Software founded the contact centre industry and is now the world's largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centres around the globe. Its pioneering Unified IP Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialling, voice portal, e-mail management, Web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge, the industry's first fully synchronised contact centre optimisation suite, combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company's trusted signature product line delivers reliable best-of-breed ACD, predictive dialling, CTI and voice portal capabilities. Headquartered in Chelmsford, Massachusetts, Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.
Aspect, PerformanceEdge, and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
[1] North American Workforce Management Software Market: 2007 - 2012. Saddletree Research. October 2007.