Aspect Software Ranked #1 Workforce
Management Provider Globally
Service and Product Capabilities Differentiate
Aspect Software; Company Leads Market Share
in Every Global Geographic Region
Aspect Software, Inc., the world’s largest company
solely focused on the contact center, today announced
it has been ranked as the world’s number one workforce
management solution provider by The PELORUS Group, an
independent market research and consulting company,
in its 2007 World Contact Center Workforce Management
Systems Market report. Globally, Aspect Software has
36 percent of 2006 industry sales and services revenue.
In North America, Aspect Software has 38.9 percent
of the market share, in EMEA the company has 26 percent
market share and 33.5 percent of the market share for
the rest of the world.
"Aspect Software is the clear market leader
for workforce management throughout the globe,"
said Dick Bucci, of The PELORUS Group. "The
company has substantial worldwide market share
because of its history of innovation, commitment
to the contact center market, reputation for exceptional
customer care, as well as its large international
footprint. Aspect protects its installed base and
builds the loyalty of new customers by providing
what is arguably the most comprehensive portfolio
of support services in the industry."
The 2007 World Contact Center Workforce Management
Systems Market report details significant trends,
market drivers, constraints, market size, growth,
and market shares for the fast-growing workforce
management systems market.
"The workforce management market is
consistently growing at a rapid rate as companies
continue to realize the benefits that it can bring
to the organization and the contact center,"
said Jim Foy, president and CEO of Aspect Software.
"Companies need to differentiate themselves and
the way to do that is to create a productive, empowered
agent population that helps improve customer satisfaction
and overall contact center performance. No one
understands this better than Aspect Software and we
are pleased to see The PELORUS Group recognize and
validate it."
The company’s leading solution, Aspect® eWorkforce Management™,
includes a complete array of functionality to meet every workforce
management need, including inbound, outbound and blended call
capabilities. The product’s core component provides essential workforce
management forecasting, scheduling and tracking functionality for
single-skill, multiskill, and multichannel contact center environments.
To gain greater efficiency, the solution also includes a set of fully
integrated Enhancement Packages that help fine-tune agent productivity,
empower agents and supervisors, optimize overall performance and simplify
the management of multisite or outsourced contact center workforces.
Aspect eWorkforce Management is available in eight languages:
Simplified Chinese, Traditional Chinese, English, French, German,
Japanese, Korean, and Spanish.
Workforce management is part of the Aspect Software Contact
Center Performance Optimization product line offering, which
helps maximize agent performance and improve operations by
enhancing quality, increasing customer contacts and optimizing
contact center resources. The Aspect Software performance
optimization products - Aspect eWorkforce Management, Aspect®
Analyzer™, Aspect® Campaign Optimizer™, Aspect®
Enterprise Campaign Manager™, Aspect® Quality Management™
and Aspect® DataMart™ - are designed to reduce labor
costs, enhance service levels and align performance with
business goals.
About The PELORUS Group
Founded in 1987, The PELORUS Group produces authoritative
analysis and research reports, provides custom business
planning services, and offers timely industry conferences.
The company specializes in the stored value, directory
assistance, and contact center markets. For more information, visit
www.pelorus-group.com.
About Aspect Software
For more information Click Here or visit
www.aspect.com.
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