- Aspect recognized for a reputation of delivering excellent
customer care, most complete contact center portfolio in the industry
and commitment to technology innovation Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimization,
and self-service solutions, announced today that Pelorus Associates, an
independent consulting company specializing in the contact center
space, has named Aspect®Workforce Management™ (WFM) as the WFM market share leader in North America
in its 2018 World Contact Center Workforce Management Systems Market
report. Aspect's share of 29.8 percent is the largest of the North America
workforce management market. Since Pelorus began tracking WFM market
data 12 years ago, Aspect has consistently held a top market share
ranking for the North American market. (Logo: https://mma.prnewswire.com/media/675536/Aspect_Software.jpg ) "Aspect offers the most diverse set of solutions in the contact
center industry and maintains one of the largest and most comprehensive
service and support organizations of any vendor," said Dick Bucci,
Founder and Chief Analyst, Pelorus Associates. "Only Aspect has native
solutions for virtually every core application required in the modern
contact center. Aspect leaders recognized that by tightly integrating
these applications into a complete suite, delivered within a flexible
and economical architecture, they could bring to the marketplace
products unmatched by other WFO vendors." Aspect has retained its market share leadership due to the
company's ongoing technological innovation, success of the product
portfolio and reputation for exceptional customer care. Pelorus also
highlighted that Aspect WFM software can be tailored to unique customer
needs, sports a modern user interface and is available in numerous
deployment models, from on-premises to private and public cloud
environments. "From introducing the industry's first workforce management
solution in 1973 to developing an AI-driven intelligent assistant for
workforce management, Aspect has consistently recognized key emerging
technologies that would help our customers deliver truly exceptional
workforce solutions. By engaging customers, employees and contractors,
Aspect has been able to maintain our leadership position for so many
years," said Mike Bourke,
SVP, Product Management, Aspect Software. "Newly added features address
how the gig economy is changing the way agents work and companies hire.
By weaving the power of AI throughout the management of our workforce
solutions, Aspect will continue to help our customers address the
challenges they will face as the market evolves." "Aspect has a large customer base in India
that spans across industries. While we are proud of our leadership
position in Interaction Management, especially outbound, Workforce
Management solution is witnessing a high demand from enterprises and we
have executed multiple new projects in India
in the last 6-12 months. With Aspect WFO (Workforce Optimization) suite
that covers Workforce, quality & performance management, we are set
to deliver more engaged agents, higher quality customer interactions
and improved customer experience, all at a lower operating cost,"
commented Manish Bajaj, RVP & Managing Director- India and Middle East, Aspect Software.
Aspect retains top spot in North America in Pelorus Associates' Workforce Management (WFM) rankings for the 12th consecutive year
Aspect Software Named #1 Workforce Management Market Share Leader in North America by Pelorus Associates
Reviewed by PhoenixMedia
on
November 23, 2018
Rating: 5
No comments