Outbound Call Center Featured Article

Frost & Sullivan Recognizes Aspect as Global Share Leader for Outbound Dialler Systems

By Carolyn J Dawson
TMCnet Contributor

Aspect, a provider of customer contact and Microsoft platform solutions, recently announced that the company has been recognized by Frost & Sullivan (News - Alert) as the global market share leader for the outbound dialler systems market.

Based on Frost & Sullivan’s product revenue research conducted in 2009, Frost values the global outbound dialler systems market at $250 million and attributes 22.3% of that revenue to Aspect (News - Alert). The report includes key vertical markets for outbound contact such as banking and financial services, collections agencies, outsourcers, telecommunications, retail and consumer, healthcare, and public sector, with the consumer market primarily comprised of global airlines, transportation and technology enterprises.

In a release, the research director, Frost & Sullivan, Ashwin Iyer, said that, "It's no surprise that Aspect ranks as the leading provider of outbound functionality as it has consistently delivered best-of-breed outbound products since the earliest days of the contact center. Aspect's new applications continue to raise the bar with the intelligent blending of outbound, inbound and other multichannel functionality on a unified platform that enables organizations to deliver highly effective collections, telesales and proactive customer service."

Some of the key factors which led to Aspect’s success in the global market include, Aspect's outbound dialler functions are a fully-integrated element within the Aspect Unified IP customer contact platform and related applications, which enables unified and coordinated multi-media outbound and blended campaigns.

The multi-tenant configuration capability of Aspect's platforms and applications have been designed to support consolidated virtual administration and deployment while accommodating the differing outbound campaign requirements of individual functional areas; All the critical dialling modes such as predictive, precision, preview, blaster, agent-less, goal-based quota control, and manual are supported by Aspect.

Discussing the company’s accomplishment, Gary Barnett (News - Alert), chief technical officer of Aspect said, "This validation of market leadership by Frost & Sullivan underscores Aspect's commitment to delivering innovative, business-focused solutions that help drive our customers' success. Our success in the outbound market provides a solid foundation for our next-generation customer contact strategy which addresses today's consumer expectations for a two-way dialog across phone, web, and mobile and chat-based communications channels."