Aspect, a unified communications solutions provider, reportedly announced that it has been named the leading workforce management vendor by Frost & Sullivan (News - Alert) in its 2009 North American Agent Performance Optimization Market report.

 

This recognition was given on the basis of the revenues, which includes the product and services of Aspect (News - Alert). The company provides workforce management software and consulting services to businesses.

 

The workforce management technology from Aspect helps companies hire agents and optimize the allocation of inbound, outbound, blended front and back office staffing resources to reduce costs, while improving overall business results, officials said.

 

The services include flexible forecasting, scheduling and tracking tools that ensure organizations meet customer service, collections, sales and telemarketing and back-office goals with the most effective staffing plan possible.

 

Aspect’s workforce management capabilities are offered as part of the UC applications for the contact center, productive workforce, optimized collections and blended interaction. Officials said Aspect's UC applications help companies target operational objectives with specific software capabilities.

 

According to Keith Dawson (News - Alert), Frost & Sullivan principal analyst, Aspect's workforce management capabilities continue to lead the market because they synchronize the features needed to streamline customer service, collections, and sales and telemarketing business processes.

 

“We're seeing more companies interested in finding ways to lower operating costs and optimize agent productivity, and many organizations are turning to Aspect to deliver these solutions through robust workforce management tools,” Dawson said in a statement.

 

Brett Williams, director of product management, Aspect, said workforce management provides critical forecasting and scheduling capabilities to help companies gain a competitive advantage.

 

“Our leadership in the market is another proof point that many companies are seeing the value in tightly integrating contact center capabilities through UC applications such as Productive Workforce,” Williams said in a statement. “With UC applications, organizations can streamline their business processes, increase their productivity and ultimately, improve their customers' satisfaction.”

 

The recognition by Frost & Sullivan is the second in a row for Aspect within a month’s time. Recently Aspect announced it received the highest reporting score among all vendors within the Datamonitor Decision Matrix of Analytics Vendors, TMCnet reported.

 

The report highlights Aspect’s strength in providing all-in-one contact center solutions and unified communications, as well as offering technical workforce optimization capabilities for dashboards, scorecards and reporting

community comments powered by Disqus