PerformanceEdge from Aspect Software Leads Contact Center
Performance Management Market in Customer Satisfaction
2008 Contact Center Performance Management Report from DMG
Consulting Shows High Customer Satisfaction Score and 16 Percent
Market Share for PerformanceEdge
The PerformanceEdge Group of Aspect Software, the world’s
largest company solely focused on Unified Communications for
the Contact Center™, today announced it has the highest
customer satisfaction rating for contact center performance
management solutions in the 2008 Contact Center Performance
Management Report from DMG Consulting LLC, a market research
firm specializing in contact centers and real-time analytics.
Customers surveyed in the report gave Aspect Software an
overall vendor satisfaction rating of 4.67 on a five-point
scale. In addition, based on contact center seats, Aspect
holds a significant share of the performance management
market at 16 percent.
Performance management is the process of systematically
using data for business improvement by integrating data from
disparate sources, distributing highly personalized information
to every employee in the operation, empowering individuals to
make better fact-based decisions and then taking the best
action to drive results. According to DMG1, these solutions
are "intended to deliver actionable recommendations
that help enterprises improve the customer experience,
increase sales, improve productivity, reduce costs and agent
attrition, as well as enhance the perception of the contact
center within the enterprise."
"Aspect received a high score of 4.67 out of 5.0 in
the ‘Overall Vendor Satisfaction’ category, tying with another
company for best overall performance in the developing contact
center performance management market. The ‘overall’ category
evaluates all aspects of the relationship between customers
and the vendor," said Donna Fluss, president of DMG
Consulting LLC. "The contact center performance management
market grew at a rate of 79 percent from 2006 to 2007. We expect
the demand for these applications to be even higher in 2008 as
contact centers continue to experience concrete results,
including improved agent productivity, lower costs and an
enhanced customer experience."
The report reviewed the three core performance management
solutions from Aspect:
- The performance management capability of PerformanceEdge™
- Aspect® Performance Management™ - provides
out-of- the-box flexible analysis and reporting capabilities
that enable contact centers to uncover reasons for performance
shortfalls, increase agent performance with coaching for
continuous process improvement and reduce complexity and
costs through integration.
- The workforce management capability of PerformanceEdge
- Aspect® eWorkforce Management™- Analyze II
enhancement package - includes a coaching form, dashboards
and out-of-the-box key performance indicators (KPIs).
- Unified Command and Control™-Reporting gathers
and consolidates information from one or more contact
centers, providing a consistent enterprise-level view of
agent and operational performance, utilizing standard
real-time canvases or by creating a customized real-time
view.
"Performance management is still an emerging market in
contact centers, and more of our customers are starting to
adopt these solutions and see dramatic results, such as
improved productivity and enhanced customer interactions,"
said Robert Kelly, vice president, PerformanceEdge Group.
"As more companies see the value in systematically using
data for business process improvement, we will continue
leading the market by developing performance management
solutions that consolidate and synchronize contact center
data and deliver improved business results. With this report,
DMG Consulting validates that our performance management
offerings are providing the capabilities our customers need
to make better fact-based decisions and drive results in the
contact center.
"In addition, companies using performance management
coupled with a synchronized suite of performance optimization
applications are finding even greater results," Kelly
added. "Performance management can dynamically
interoperate with coaching and eLearning, workforce management,
campaign management and quality management solutions to
transform metrics and data into improved forecasts, schedules,
analyzed calls, alerts and trend analysis information."
1DMG Consulting LLC. "2008 Contact Center Performance
Management Report", April 2008. Donna Fluss.
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 Software
For more information Click Here or visit
www.aspect.com.
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