PerformanceEdge Receives 2008 EMEA Contact Center Workforce Management Frost & Sullivan Award for Market Leadership
Award Recognizes Aspect Software for its Four Consecutive Years of Strong Strategy and Innovation
The PerformanceEdge Group of Aspect Software, Inc., the world’s largest company solely focused on
Unified Communications for the Contact Center™, today announced it has been recognized with the 2008
EMEA Contact Center Workforce Management Award for Market Leadership from Frost & Sullivan, the Growth
Partnership Company. The award acknowledges Aspect Software as the leading vendor in the EMEA workforce
management space for contact centers, with a market share that, according to Frost & Sullivan, is
significantly ahead of its competition.
The Frost & Sullivan Award is given to the company that has exhibited market share leadership through
the successful implementation of market strategies. Aspect Software has been recognized specifically for
its capabilities in expanding its PerformanceEdge software footprint to bring other agent-facing tools into
the mix, while also maintaining focus on developing and strengthening its core solutions, such as PerformanceEdge
– Aspect® eWorkforce Management™. In addition, the PerformanceEdge Group was also recognized for
successfully addressing significant localization challenges with its solutions to address local language and
labor law requirements.
”In today’s economy, companies all over the world are looking to optimize all areas of operations,
especially in the contact center,” explains Frost & Sullivan senior analyst Keith Dawson. “Aspect
Software continues to gain a competitive advantage in the EMEA region, implementing superior market strategies
that recognize the particular challenges of that region – stringent local labor regulations, as well as a
very complex contact center environment in EMEA. By creating applications that directly address those issues,
Aspect is creating a market leading differentiator.”
The criteria used by Frost & Sullivan to determine the 2008 EMEA Contact Center Workforce Management Award
for Market Leadership recipient include:
• Market Share
• Revenue Growth Rates
• Profitability
• Market and Technology Innovation
“Companies in the EMEA market are looking for advanced performance optimization solutions to help
them do more with fewer resources and that also meet their specific local needs,” says Bob Kelly, vice
president of the PerformanceEdge Group, Aspect Software. “Having Frost & Sullivan consistently recognize
our leadership in the workforce management market over the last several years is very important to Aspect Software.
This award is another proof point that companies around the world have truly begun to recognize the value of
PerformanceEdge and its innovative workforce management capabilities.”
The Frost & Sullivan Market Leadership award adds to the list of accolades for PerformanceEdge workforce
management capabilities. In 2008, the solution has garnered awards for both Aspect and its customers:
• International Cruise & Excursions (ICE) won the 2008 Workforce Management Professional of the Year
Award from the Society of Workforce Planning Professionals (SWPP) and the CRM Magazine Service Elite award for
successful workforce planning and the implementation of PerformanceEdge™ workforce management capabilities.
• Virgin Airlines won the 1to1 Impact Award for customer service initiatives assisted by the PerformanceEdge solution.
• Aspect was recognized by CRM Magazine with a Service Leaders Award in the workforce optimization category.
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 Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, partners with clients to accelerate their growth.
The company's TEAM Research, Growth Consulting and Growth Team Membership™ empower clients to create a
growth-focused culture that generates, evaluates and implements effective growth strategies. Frost & Sullivan
employs over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the
investment community from more than 30 offices on six continents. For more information about Frost & Sullivan’s
Growth Partnerships, visit www.awards.frost.com.
About Aspect Software
Aspect Software Inc. founded the contact center industry and is now the world’s largest company solely
focused on unified communications for the contact center. Our all-in-one, IT-ready solutions
communications-enable customer service, collections and sales & telemarketing business processes
for small and medium enterprises as well as for two-thirds of the FORTUNE Global 100.
For more information Click Here or visit
www.aspect.com.
|
