Aspect Communications Corporation (Nasdaq: ASPT), a leading provider of enterprise customer contact solutions, announced today that Saddletree Research’s latest study confirms Aspect’s US market-share leadership in the workforce management software space.
In its report “The U.S. Workforce Management Software Market: 2003-2007,” Saddletree estimates that Aspect captured the top workforce management share spot in 2002 with 27.4 percent of the market.
“Aspect is an aggressive, committed and focused company in a highly competitive market that has unparalleled growth opportunities,” noted Paul Stockford, Saddletree’s chief analyst. Saddletree is a leading technology research firm in the contact centre and customer communications markets.
“Aspect has used its experience as a long-standing, established competitor in this market to great advantage by being continuously innovative, as substantiated by the recent introduction of workforce management products based on its new Uniphi architecture,” said Stockford. “Those products address performance optimisation for enterprises as well as the forecasting and scheduling needs of smaller contact centres. Aspect is covering all of the bases from simplified to sophisticated applications and delivering on its customers’ ROI expectations.”
“Aspect fills a true business need with its contact centre staffing software,” said David Puglia, Aspect’s senior vice president of global marketing. “In these times when financial justification is a must for all technology investments, Aspect eWorkforce Management offers an ROI that companies in a wide range of industries including transportation, hospitality, retail, finance, utility and government can all easily recognise. It’s especially important that we rank high not only in industry-wide sales as supported by Saddletree’s research but in product and service quality. We plan to continue that tradition.”
Aspect® eWorkforce Management automates the contact centre staffing process. The software determines how many agents with which skills a sales or service department will need to respond to e-mail, Web and voice contacts from customers during specific time frames. It then creates work schedules, assigns them to the agents—otherwise known as customer sales or service representatives—and tracks performance according to set goals. The work schedules are based on the software’s predictions of the volume and patterns of incoming communications, the company’s desired customer service delivery levels and the agents’ schedule preferences. By using Aspect’s staffing software to manage workforces more effectively and to easily project contact volumes more accurately, contact centres can move towards realising lower staff turnover, reduced costs and higher customer satisfaction overall.
This year, Aspect added Performance Optimisation for Aspect eWorkforce Management and Aspect Iphinity Workforce Management to its portfolio of workforce management solutions. The out-of-the-box software for analysing performance statistics and taking focused action gives contact centre staff easily comprehended views of contact centre performance. A complete workforce management solution for small or medium-sized contact centres, Iphinity Workforce Management is easy to install, configure and manage.
About Aspect Communications
Aspect Communications Corporation (Nasdaq: ASPT) is the world’s largest company focused exclusively on contact centre solutions, and the only one that unifies workforce, information and communications to deliver exceptional customer service. The Aspect brand is trusted by more than 75 percent of the Fortune 50, and more than 3 million customer sales and service professionals worldwide rely on Aspect’s mission-critical business communications solutions. The company’s leadership is based on 18 years of expertise gained from more than 8,000 successful implementations worldwide. Aspect is headquartered in San Jose, California, with 24 offices in 11 countries around the world as well as an extensive global network of systems integrators, independent software vendors and distribution partners. Aspect's UK offices are in Stockley Park, Uxbridge, Middlesex and can be reached on 0800 ASPECT (i.e. 0800 277328).
Aspect, the Aspect logo and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.
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