Aspect Rated Most Trusted Workforce
Optimization Technology Provider
based on
Datamonitor Survey
The PerformanceEdge Group, a dedicated
organization within Aspect comprised of contact
center performance optimization professionals, today
announced that Aspect had the largest number of
respondents vote it number one among global vendors
who they most trust to deliver a complete workforce
optimization solution. This was based on an end-user
survey conducted by Datamonitor, a global provider
of online data and analytic forecasting platforms
for key vertical sectors. This recognition
demonstrates that Aspect is the highest regarded
workforce optimization vendor among survey
respondents in both North America and Western
Europe.
The study, Business Trends: Contact Center
Investments in Developed Markets (Customer Focus),
is part of Datamonitor’s Customer Interaction
Technologies research. The survey asked 150 contact
center managers and IT decision makers from North
America and Western Europe questions regarding
technology budgets, investment priorities and vendor
selection for various contact center solutions.
“Aspect continues to demonstrate leadership and
strong mindshare in the contact center industry and
the workforce optimization space, and it is evident
in the results from our study,” said Daniel Hong,
Lead Analyst, Customer Interaction Technologies at
Datamonitor. “Aspect provides a well rounded
workforce optimization solution stack and companies
are beginning to recognize the benefits of a
complete workforce optimization solution.”
The respondents indicated that, when looking for
advanced contact center application vendors, their
top priority is an ‘all-in-one’ contact center
solution. A strong combination of technology and
services, best-of-breed technology and flexible
pricing models were also key considerations. The
report also found that companies were looking for
one vendor to provide their contact center
technology and services for easier software
management and more economically viable solutions.
“As Datamonitor has found in the survey, there is
increased interest in workforce optimization
applications like PerformanceEdge™. Much of this is
being driven by economic factors, as well as
regulatory and customer satisfaction issues,” said
Bob Kelly, vice president of the PerformanceEdge
Group at Aspect. “For example, workforce management
clearly speaks to a need to improve workforce
efficiency and more effectively manage the limited
resources organizations have available. And, an
analytics application is quickly becoming a ‘must
have’ application to better understand customer and
agent relationships, to increase customer retention
and loyalty, as well as to ensure compliance. This
survey underscores that Aspect understands its
customers’ needs by delivering the critical
solutions they require to achieve their strategic
objectives. Perhaps most importantly, they view
Aspect as a trusted partner.”
Datamonitor's report Business Trends: Contact
Center Investments in Developed Markets (Customer
Focus), provides insight into an enterprises'
plans for investment in a number of key contact
center switch, workstation, self-service and
emerging technologies. Respondents are from within
the communications, financial services, retail and
travel & transport industries.
About Datamonitor
Datamonitor is the
world’s leading provider of online data, analytic
and forecasting platforms for key vertical sectors.
We help our clients, 5,000 of the world’s leading
companies profit from better, more timely decisions.
Through our proprietary databases and wealth of
expertise, we provide clients with unbiased expert
analysis and in-depth forecasts for seven industry
sectors: Automotive & Logistics, Consumer Markets,
Energy, Financial Services, Healthcare, Retail and
Technology. Datamonitor maintains its headquarters
in London and has regional offices in Frankfurt, New
York, San Francisco and Sydney. See
www.datamonitor.com.
About PerformanceEdge
PerformanceEdge
combines workforce management, recording and quality
management, performance management, campaign
management, and coaching and eLearning to enable
organizations to holistically respond to changing
business conditions. The PerformanceEdge
applications dynamically interoperate to help
contact center managers consider everything and act
immediately, ultimately making it easier for
inbound, outbound and blended contact centers to
control costs, enhance service levels and align
performance with strategic goals. For more
information, visit
www.performanceedgesuite.com.
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 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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