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Aspect Again Named #1 Global Workforce Management Solution VendorRetains Top Spot in Both North American and Global Rankings (February 02, 2012)
CHELMSFORD, MA -- (Marketwire) -- 02/02/12 -- Aspect, a leading provider of customer contact and Microsoft platform solutions, today announced that the company has been named the leading global workforce management vendor in the 2011 World Contact Center Workforce Management Systems Market report by Pelorus Associates, an independent market research and consulting company. Globally, Aspect owns 29.7 percent of the workforce management market, and it leads the North American market with 37.7 percent share. Pelorus has tracked the global market for contact center workforce management systems since 2006 and Aspect has consistently ranked number one in global and North American market share.
"Companies are continually looking for ways to increase productivity and efficiency in a challenging economic climate. Aspect has remained the market leader in workforce management because of its proven success in helping organizations improve contact center efficiencies and performance," said Dick Bucci, senior consultant, Pelorus Associates. "With its full breadth of workforce optimization capabilities, Aspect now offers the most diverse set of solutions in the contact center industry and as the workforce management market continues to grow, we anticipate Aspect will maintain their market leadership position."
Aspect's workforce management capabilities help customer-focused organizations deliver a next-generation customer experience through software solutions that fully exploit enterprise communications and collaborative platforms. Workforce management is an integral component of Aspect's workforce optimization suite which provides control over, and insight into, every customer interaction. Aspect's flexible forecasting, scheduling and tracking tools enable companies to optimize the allocation and productivity of inbound, outbound, and blended front and back-office staffing resources. Aspect offers workforce management functionality within its Productive Workforce, Optimized Collections and Blended Interaction customer contact applications that empower companies to target operational objectives with specific software capabilities.
"Aspect's leadership position at the top of global workforce management rankings reflects the trust that the market has in us to deliver solutions that solve critical customer contact challenges," said Serge Hyppolite, vice president of product management, Aspect. "While the report reflects our deep understanding of workforce management in contact center and back-office processes, Aspect delivers even greater value by synchronizing its full workforce optimization solution (workforce management, quality management and performance management) with its multi-channel interaction management capabilities."
Aspect builds customer relationships through a combination of customer contact software and Microsoft platform solutions. For more information, visit www.aspect.com.
Aspect, Productive Workforce, Optimized Collections, Blended Interaction 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.
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