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Aspect Rated Most Trusted Workforce Optimization Technology Provider Based on Datamonitor Survey
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CHELMSFORD, MA -- (Marketwire) -- 12/04/08 -- The PerformanceEdge Group, a dedicatedorganization within Aspect comprised of contact center performanceoptimization professionals, today announced that Aspect had the largestnumber of respondents vote it number one among global vendors who they mosttrust to deliver a complete workforce optimization solution. This was basedon an end-user survey conducted by Datamonitor, a global provider of onlinedata and analytic forecasting platforms for key vertical sectors. Thisrecognition demonstrates that Aspect is the highest regarded workforceoptimization vendor among survey respondents in both North America andWestern Europe.
The study, "Business Trends: Contact Center Investments in DevelopedMarkets (Customer Focus)," is part of Datamonitor's Customer InteractionTechnologies research. The survey asked 150 contact center managers and ITdecision makers from North America and Western Europe questions regardingtechnology budgets, investment priorities and vendor selection for variouscontact center solutions.
"Aspect continues to demonstrate leadership and strong mindshare in thecontact center industry and the workforce optimization space, and it isevident in the results from our study," said Daniel Hong, Lead Analyst,Customer Interaction Technologies at Datamonitor. "Aspect provides a wellrounded workforce optimization solution stack and companies are beginningto recognize the benefits of a complete workforce optimization solution."
The respondents indicated that, when looking for advanced contact centerapplication vendors, their top priority is an 'all-in-one' contact centersolution. A strong combination of technology and services, best-of-breedtechnology and flexible pricing models were also key considerations. Thereport also found that companies were looking for one vendor to providetheir contact center technology and services for easier software managementand more economically viable solutions.
"As Datamonitor has found in the survey, there is increased interest inworkforce optimization applications like PerformanceEdge(TM). Much of thisis being driven by economic factors, as well as regulatory and customersatisfaction issues," said Bob Kelly, vice president of the PerformanceEdgeGroup at Aspect. "For example, workforce management clearly speaks to aneed to improve workforce efficiency and more effectively manage thelimited resources organizations have available. And, an analyticsapplication is quickly becoming a 'must have' application to betterunderstand customer and agent relationships, to increase customer retentionand loyalty, as well as to ensure compliance. This survey underscores thatAspect understands its customers' needs by delivering the criticalsolutions they require to achieve their strategic objectives. Perhaps mostimportantly, they view Aspect as a trusted partner."
Datamonitor's report "Business Trends: Contact Center Investments inDeveloped Markets (Customer Focus)," provides insight into an enterprises'plans for investment in a number of key contact center switch, workstation,self-service and emerging technologies. Respondents are from within thecommunications, financial services, retail and travel & transportindustries.
About Datamonitor
Datamonitor is the world's leading provider of online data, analytic andforecasting platforms for key vertical sectors. We help our clients, 5,000of the world's leading companies profit from better, more timely decisions.Through our proprietary databases and wealth of expertise, we provideclients with unbiased expert analysis and in-depth forecasts for sevenindustry sectors: Automotive & Logistics, Consumer Markets, Energy,Financial Services, Healthcare, Retail and Technology. Datamonitormaintains its headquarters in London and has regional offices in Frankfurt,New York, San Francisco and Sydney. See www.datamonitor.com.
About PerformanceEdge
PerformanceEdge combines workforce management, recording and qualitymanagement, performance management, campaign management, and coaching andeLearning to enable organizations to holistically respond to changingbusiness conditions. The PerformanceEdge applications dynamicallyinteroperate to help contact center managers consider everything and actimmediately, ultimately making it easier for inbound, outbound and blendedcontact centers to control costs, enhance service levels and alignperformance with strategic goals. For more information, visitwww.performanceedgesuite.com.
About Aspect
Aspect provides software and consultingservices that turn the potential of unified communications into real businessresults across the enterprise and in the contact center. Applying 35 years ofinsight and experience, Aspect helps two-thirds of the FORTUNE Global 100,as well as small and medium enterprises, power their business processeswith communications. For more information, visit www.aspect.com.
Aspect, PerformanceEdge and Aspect Software are either trademarks orregistered trademarks of Aspect Software, Inc., in the United States and/orother countries. The names of other companies and products mentioned hereinmay be the trademarks of their respective owners.
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Contact:Jen Tatro+1 630 227 8191Email Contact
"Aspect continues to demonstrate leadership and strong mindshare in thecontact center industry and the workforce optimization space, and it isevident in the results from our study," said Daniel Hong, Lead Analyst,Customer Interaction Technologies at Datamonitor. "Aspect provides a wellrounded workforce optimization solution stack and companies are beginningto recognize the benefits of a complete workforce optimization solution."
The respondents indicated that, when looking for advanced contact centerapplication vendors, their top priority is an 'all-in-one' contact centersolution. A strong combination of technology and services, best-of-breedtechnology and flexible pricing models were also key considerations. Thereport also found that companies were looking for one vendor to providetheir contact center technology and services for easier software managementand more economically viable solutions.
"As Datamonitor has found in the survey, there is increased interest inworkforce optimization applications like PerformanceEdge(TM). Much of thisis being driven by economic factors, as well as regulatory and customersatisfaction issues," said Bob Kelly, vice president of the PerformanceEdgeGroup at Aspect. "For example, workforce management clearly speaks to aneed to improve workforce efficiency and more effectively manage thelimited resources organizations have available. And, an analyticsapplication is quickly becoming a 'must have' application to betterunderstand customer and agent relationships, to increase customer retentionand loyalty, as well as to ensure compliance. This survey underscores thatAspect understands its customers' needs by delivering the criticalsolutions they require to achieve their strategic objectives. Perhaps mostimportantly, they view Aspect as a trusted partner."
Datamonitor's report "Business Trends: Contact Center Investments inDeveloped Markets (Customer Focus)," provides insight into an enterprises'plans for investment in a number of key contact center switch, workstation,self-service and emerging technologies. Respondents are from within thecommunications, financial services, retail and travel & transportindustries.
About Datamonitor
Datamonitor is the world's leading provider of online data, analytic andforecasting platforms for key vertical sectors. We help our clients, 5,000of the world's leading companies profit from better, more timely decisions.Through our proprietary databases and wealth of expertise, we provideclients with unbiased expert analysis and in-depth forecasts for sevenindustry sectors: Automotive & Logistics, Consumer Markets, Energy,Financial Services, Healthcare, Retail and Technology. Datamonitormaintains its headquarters in London and has regional offices in Frankfurt,New York, San Francisco and Sydney. See www.datamonitor.com.
About PerformanceEdge
PerformanceEdge combines workforce management, recording and qualitymanagement, performance management, campaign management, and coaching andeLearning to enable organizations to holistically respond to changingbusiness conditions. The PerformanceEdge applications dynamicallyinteroperate to help contact center managers consider everything and actimmediately, ultimately making it easier for inbound, outbound and blendedcontact centers to control costs, enhance service levels and alignperformance with strategic goals. For more information, visitwww.performanceedgesuite.com.
About Aspect
Aspect provides software and consultingservices that turn the potential of unified communications into real businessresults across the enterprise and in the contact center. Applying 35 years ofinsight and experience, Aspect helps two-thirds of the FORTUNE Global 100,as well as small and medium enterprises, power their business processeswith communications. For more information, visit www.aspect.com.
Aspect, PerformanceEdge and Aspect Software are either trademarks orregistered trademarks of Aspect Software, Inc., in the United States and/orother countries. The names of other companies and products mentioned hereinmay be the trademarks of their respective owners.
Add to Digg Bookmark with del.icio.us Add to Newsvine
Contact:Jen Tatro+1 630 227 8191Email Contact
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