Outbound Call Center Featured Article

UC Provider Aspect Owns 29 Percent of Outbound Contact Center Market: Report

July 08, 2009

Bucking a trend in unified communications, a report today finds UC provider Aspect (News - Alert) holds nearly one-third of the global outbound contact center market. 
 
According to international business intelligence firm Datamonitor’s “Market Share Insight: The Contact Center Universe,” Chelmsford, Mass.-based Aspect has 29 percent of the market, with the next leading vendor coming in at 16 percent.
 
Ian Jacobs, a senior analyst at Datamonitor, said that outbound contact center capabilities continue to be heavily in demand in 2009 as companies search for advanced capabilities to reach their audiences at the right time for business processes that are critical to revenue goals, such as collections and sales.
 
“We’ve found that many companies are turning to Aspect for these outbound features due to the depth and breadth of the vendor’s offerings, in addition to their reputation in the market,” Jacobs said.
 
Underscoring the company’s authority in the market, the Frost & Sullivan (News - Alert) “2009 North American Outbound Dialing Systems” report highlighted Aspect’s wide range of predictive outbound modes and the company’s enterprise market across a wide range of industries in the report.
 
Aspect offers outbound capabilities as part of a number of UC applications for the contact center, which includes its Blended Interaction and Streamlined Collections products. Aspect’s UC applications help companies target operational objectives with specific software capabilities.
 
A report released last month found that unified communications has been slowed down by the economy and, as such, companies continue to look for innovative ways to cut costs.
 
“More companies are looking to increase the effectiveness and productivity of their outbound contact center processes, and our UC applications provide all the capabilities these organizations need to improve their outbound campaigns,” said Serge Hyppolite, director of interaction product management at Aspect. “Our leadership in the outbound market offers a strong proof point that organizations are turning to Aspect for our innovative UC solutions, our reliability, scalability, reputation, and ultimately our ability to help improve their business results.”
 

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Erin Harrison is a Senior Editor with TMC. To read more of her articles, please visit her columnist page.

Edited by Michael Dinan

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