Aspect Software Maintains Top Spot for Workforce Management Market Share
Saddletree Research Ranks PerformanceEdge Far Above Competitors; Strong
Workforce Management Capabilities and Clear Product Vision Set Company Apart
Aspect Software, Inc., the world’s largest company solely focused on
the contact center, announced today it has once again been ranked as the
leading provider of workforce management applications in North America,
according to Saddletree Research . Aspect has 24.5 percent share of the
market based on its PerformanceEdge™ workforce management product
line revenue, which is almost 40 percent more than the next highest vendor
at 17.8 percent.
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 optimization 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 centers need
to effectively control costs, enhance service levels and align performance to
support strategic goals. Looking at workforce management from a larger
performance optimization perspective is what is helping differentiate
Aspect from the other vendors."
Over the next five years, Saddletree expects the North American Call
Center Workforce Management market to grow at a compounded annual growth
rate (CAGR) of 6.8 percent.
"Aspect continues to lead the market because our workforce
management capabilities, as part of a true synchronized performance optimization
offering, are exactly what companies need to plan, manage and optimize the
productivity and effectiveness of contact center 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 center managers can maximize
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
organizations to plan and manage the utilization of inbound, blended
and outbound staff. 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.
About Saddletree Research
Saddletree Research provides communications industry research, including
analysis of market trends, issues, technologies, and companies in the
call center, multi-channel contact center, Customer Relationship
Management (CRM), communications convergence and emerging communications
markets.
About Aspect Software
For more information Click Here or visit
www.aspect.com.
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