Aspect Software Earns Top Honors for the Value its
Unified Products Bring to Customers
Frost & Sullivan Recognizes
Company with 2006 North American Contact Center Suites Customer Value
Enhancement Award
Aspect Software, Inc., the world’s largest company solely focused on
the contact center, announced today that Frost & Sullivan, a global
growth consulting company, has presented it with the 2006 North
American Contact Center Suites Customer Value Enhancement Award.
This annual recognition was given to Aspect Software for its ability
to reduce complexity for customers while providing them with greater
accountability through the extensive features and capabilities of its
Unified IP Contact Center product line offerings.
With this award, Frost & Sullivan is acknowledging the company’s
ability to provide a complete contact center solution that allows
companies to easily manage their customer service, collections
and sales and telemarketing processes to meet key business objectives.
Frost & Sullivan was particularly impressed with the Aspect
Software unified offerings for the extraordinarily wide range of
applications found in its single product - automatic call distribution
(ACD), interactive voice response (IVR), predictive dialing, Web chat,
email management and performance optimization. Customers have the
advantage of leveraging a single infrastructure by selectively licensing
only the functionality that they actually want or need. What most
impressed Frost & Sullivan was the value these unified solutions offer
to customers - because the applications are already built into one solution,
it significantly reduces integration costs and ultimately reduces complexity
for contact centers.
And customers that are using the Aspect Software Unified IP
products, like CSC, Air Deccan and Hamilton Contact Center Services,
are reaping the benefits. For example, after implementation of Aspect
EnsemblePro, CSC saw agent productivity improve by 32 percent, increased
inbound IVR call handling by 20 percent and decreased agent training time
from one month to one week.
Aspect Software also garnered praise from Frost & Sullivan for plans
to merge products from its Unified IP Contact Center Product Line -
Aspect® EnsemblePro™ and Aspect® Uniphi Suite™ - into the future release
of Aspect® Unified IP™.
"Due to its broad product range and strategic approach to providing a
unified solution, Aspect Software has clearly demonstrated its leadership
role in the contact center and its focus on enhancing value for its customers.
The company recognizes that standard point solutions do not work well for all
companies because of integration complexities, long-term maintenance costs and
inconsistent management tools for multisite and multichannel contact centers,"
said Alpa Shah, vice president and research director, Frost & Sullivan.
"The simplification of an inherently complex system will save customers
time, money and heartache and its importance should not be underestimated.
Products like Aspect EnsemblePro and the future release of Aspect Unified
IP can provide this simplified solution and transform how companies
interact with their customers. Aspect Software understands its market
and its customers and that’s very clear to us."
Frost & Sullivan presents this award each year to the company
that has best demonstrated the ability to expand its customer base,
while maintaining its existing install base by providing more innovative
value creation and enhancement strategies than competing vendors.
The North American Contact Center Suites Customer Value Enhancement Award
recognizes the success of Aspect Software to provide technology leadership,
as well as flexible pricing and product licensing - all of which leads
to more meaningful solutions for contact centers.
"This is a very important award for Aspect Software because
it acknowledges our ability to provide enormous value to new and
existing customers through our innovative product and service offerings,"
said Jim Foy, president and CEO of Aspect Software. "Contact centers want
to reduce complexity and enhance the overall customer experience they deliver.
They are turning to Aspect Software to help them achieve these goals because
we provide the full range of products, including a unified solution, giving
them one vendor to manage all of their contact center needs."
"Our customers also recognize that we understand what consumers
want because of our more than 30 years of experience and through our
ongoing research such as the Aspect Contact Center Satisfaction Index.
We believe this adds up to tremendous value for our customers, and Frost
& Sullivan obviously agrees."
Other factors that Frost & Sullivan takes into account when
identifying the annual recipient of this award are:
- Ability to grow in a mature market
- Implementation of a new or unique product bundling strategy
- Launch of a new service protocol to improve overall customer
ownership experience
- Launch of a new program to help improve the utilization rates
for products or services procured by clients.
Frost & Sullivan has also recognized Aspect Software with other
distinguished awards this year, including:
- Jim Foy was named CEO of the Year for the Contact Center Industry
- Growth Strategy Leadership Award for the world outbound dialing market
- Growth Strategy Leadership Award for demonstrated leadership
within the global workforce management market
- Growth Strategy Leadership Award for its outstanding achievement
in the Asia Pacific contact center applications market
About Frost & Sullivan
Frost & Sullivan, a global growth consulting company,
has been partnering with clients to support the development
of innovative strategies for more than 40 years. The company's
industry expertise integrates growth consulting, growth
partnership services and corporate management training
to identify and develop opportunities. Frost & Sullivan
serves an extensive clientele that includes Global 1000
companies, emerging companies, and the investment community,
by providing comprehensive industry coverage that reflects
a unique global perspective and combines ongoing analysis
of markets, technologies, econometrics, and demographics.
For more information, visit
www.awards.frost.com.
About Aspect Software
For more information Click Here or visit
www.aspect.com.
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