Outbound Call Center Featured Article

Frost & Sullivan Recognizes Aspect's Leadership in Outbound Contact Market

By Anuradha Shukla
TMCnet Contributor

Frost & Sullivan has named Aspect as the Global Market Share Leader for the outbound dialer systems market based on product revenue in 2009.

The global outbound dialer systems market is valued by the research firm at $250 million and Frost attributes 22.3 percent of this revenue to Aspect (News - Alert).

"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," said Ashwin Iyer, research director, Frost & Sullivan (News - Alert). "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."

Frost & Sullivan’s report indicates that the key vertical markets for outbound contact are banking and financial services, collections agencies, outsourcers, telecommunications, retail and consumer, healthcare, and public sector.

The consumer market is comprised of global airlines, transportation and technology enterprises. Aspect’s global success is attributed to several key factors including the company’s outbound dialer functions.

As these functions are a fully-integrated element within the Aspect Unified IP customer contact platform and related applications, they enable unified and coordinated multi-media outbound and blended campaigns.

Aspect's platforms and applications feature multi-tenant configuration capability and support consolidated virtual administration and deployment. Moreover, they accommodate the differing outbound campaign requirements of individual functional areas.

Other important features of Aspect include highly experienced professional services organization and partners that help customers to configure their systems with design, optimization, and management of outbound campaigns.

Frost & Sullivan also notes Aspect's unified approach, which reduces overall hardware footprint, even for the companies that dial hundreds of calls a minute.

"This validation of market leadership by Frost & Sullivan underscores Aspect's commitment to delivering innovative, business-focused solutions that help drive our customers' success," said Gary Barnett (News - Alert), CTO, Aspect. "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, mobile and chat-based communications channels."

Read a related article at TMCnet: “Aspect Deploys Acme Packet Enterprise SBCs with Verizon IP Trunking and Microsoft (News - Alert) Lync.”