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Internet Telephony Excellence Award
“The voice-over-IP space is hot these days, and it’s easy to get caught up in the hype associated with such a buzzing marketplace,” said Greg Galitzine, editorial director of Internet Telephony magazine. “However, the winners of the first-ever Internet Telephony Excellence Awards are not merely ‘me-too’ players. Aspect has proven to the editors of Internet Telephony that Uniphi Connect has excelled in the VoIP/IP telephony industry, and most importantly, its customers are willing to speak up and offer themselves as references.”
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Best of Show
Aspect® Customer Self Service™ 7.1 won Best of Show in the voice processing category at the ICCM Conference and Expo held Sept. 25-28, 2005, in Las Vegas. Judges cited the interactive voice response (IVR) platform’s ability to accurately pinpoint places of abandonment in the call path as one of the primary reasons for winning this award. This call auditing feature lets contact center managers drill down quickly to causes of abandonment, such as too many complicated menu choices or lack of a timely option to “zero out” to an agent, and to resolve them swiftly.
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Software 500
“Being included on the 2005 Software 500 is a great testament to the company’s strong performance in the last year. We continue to grow the company both organically and acquisitively and to successfully execute on our vision of helping companies transform the way they interact with their customers,” said Jim Foy, president and CEO at Aspect. “With the recent acquisition of Aspect Communications, we become the world’s largest company solely focused on the contact center and we anticipate another solid financial performance this year with revenue in excess of $600 million.”
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TMC Labs Award for Innovation in Workforce Productivity
Technology Marketing Corporation’s TMC Labs division selected Aspect® eWorkforce Management™ 6.3 as a 2005 Innovation Award winner. The application enables improved workforce productivity in contact centers via accurate and efficient forecasting, scheduling and tracking of staffing and the effective application of analytics. The award acknowledges the Aspect solution as “pioneering.”
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TMC Labs Innovation Award for ‘Groundbreaking Product’
“To consistently win this award for product innovation is a tremendous achievement for Concerto, and we are pleased that TMC Labs recognizes Concerto EnsemblePro as one of the most innovative products of the year,” said Jim Foy, president and CEO of Concerto Software. “As the contact center industry continues to evolve, Concerto will maintain its focus on being at the forefront of product innovation to provide our customers with the solutions that will help them to achieve their collections, customer service, and sales and telemarketing objectives.”
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#1 in Workforce Management Software License and Services Revenue
Frost & Sullivan, a research firm that provides consulting on high-technology and industrial markets, continues to rank Aspect #1 in workforce management software license and services revenue worldwide. According to Frost & Sullivan’s recently issued report titled “World Agent Performance Optimization Markets,” the reasons for Aspect’s success in workforce management include the company’s robust and highly scalable product line, well-documented growth strategy, strong customer relationships and strategic vision for the future.
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CRM Excellence Award
Aspect Customer Self Service has won Customer Interaction Solutions’ 2005 CRM Excellence Award, which recognizes the innovative use of the advanced IVR platform by healthcare insurance provider Regence Group to improve live customer service. Using a cost-effective contact center survey application running on Aspect Customer Self Service to capture real-time customer feedback, Regence Group reported improved agent performance and customer experience—a prime example of how self-service can supplement live service to benefit both customers and employees.
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Frost & Sullivan Product Line Strategy Award
“Aspect is our choice because Uniphi Suite has pushed applications evolution in the call center to the very productive ‘develop once, deploy once’ stage,” said Frost & Sullivan industry analyst Seema Lall. “The software consolidates management functionality effectively, providing a single view of operations, including remote centers, at-home agents and knowledge workers, and a single point of control for developing and administering business rules across the enterprise. Additionally, Aspect Uniphi Suite enables a reliable and safe migration to IP, while simultaneously permitting customers to protect their existing investments in infrastructure.”
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Global Excellence in Business Operations Award
Each year Frost & Sullivan presents its “Company of the Year” Award to the organization that has demonstrated overall excellence in its chosen field of business. The award acknowledges an outstanding management and scientific team, high-quality products and services, and a positive social and economic impact on local and national communities. It lauds the recipient’s exceptional ability to take advantage of changes in technology and market conditions and to solidify market presence through innovative strategies.
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Product of the Year
“Each year our editors bestow Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinement,” said Rich Tehrani, president and group publisher of Communications Solutions. “With the general availability of Aspect eWorkforce Management 6.3 at the end of 2004, Aspect gave contact center agents and managers new powers for optimizing performance that deserve to be honored for the vision and innovation that made them possible.”
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IP Contact Center Technology Pioneer Award
“We’ve been covering call center technology for more than two decades and felt that it was important to recognize the ‘best of the best’ leaders in the growing area of IP,” said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Interaction Solutions. “Contact center applications, with the aid of IP, have enabled functionalities that allow companies to do things about which they could only dream a few short years ago. Aspect has demonstrated that Uniphi Suite is an innovative addition to the IP industry that is superior in its application.”
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Product Development Leadership Award
"Frost & Sullivan commends Aspect Uniphi Suite for its comprehensive and consolidated applications that interact seamlessly and provide a single point of control of contact center operations," said Shomik Banerjee, Frost & Sullivan telecom analyst. "The integrated ACD, IVR and CTI functionality of this system supports the transformation of ‘cost centers into profit centers’ by empowering management with a common set of standards-based tools to run more productive operations that support multiple contact channels effectively."
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Best Workforce Management Solution
“Because there are no judging panels, these awards represent the direct voice of users,” said Raj Wadhwani, founder and editor in chief of ContactCenterWorld.com, a global industry information resource that attracts over 7,500 unique visitors a day to its site. “Competition was extremely high this year, and the quality of the feedback from Aspect’s customers was exceptional. Aspect deserves credit for entering into a program where customers vote—a challenge that many other vendors in this industry would not take on.”
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Competitive Strategy Leadership Award
"Not only was Concerto Software selected for this award based on its global leadership position, particularly in the outbound dialer market, but also because they have a well-planned and executed mergers-and-acquisitions strategy combined with a singularly dedicated focus on contact centers," said Alpa Shah, vice president, Frost & Sullivan. "In addition, the company has been very successful in integrating new product lines and launching new releases within months of its acquisitions. Concerto Software's continued growth demonstrates that they have a solid strategy and that their customers value the solutions they are providing."
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Members’ Choice Award for Best ACD/Switch
Concerto Software has been recognized for offering the Best Automatic Call Distributor (ACD)/Switch in the Americas region as part of the 2005 ContactCenterWorld.com Members' Choice Awards. Concerto has won the Best ACD/Switch category twice in the three-year history of these awards. The unique Members' Choice Awards are selected by product end-users rather than a panel of judges. Awards are given out in 23 different categories, and more than 3,500 ContactCenterWorld.com members voted for the 83 companies who entered.
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Product of the Year
“With the introduction of Uniphi Suite, Aspect has gone the extra mile by addressing the pain of integrating point solutions in order to simplify the day-to-day operations of call centers and improve the service experiences they offer to customers,” said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Inter@ction Solutions. “Aspect has demonstrated excellence in technological advancement by combining such essential applications into one solution and is truly deserving of this award.”
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U.S. Market Leader in Workforce Management Software
“Saddletree Research continues to be impressed by Aspect’s commitment to the workforce management market and to the workforce optimization concept,” said Paul Stockford, chief analyst, Saddletree Research. “We view Aspect’s early entry into the performance optimization sector not only as validation of the importance of this developing market, but also as a driver of future market growth as Aspect focuses its marketing efforts in this particular area.”
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Product of the Year
“Large enterprises, government agencies, contact centers, service providers, developers and resellers from across the globe have discovered the cost-saving benefits of IP telephony-based systems,” said Rich Tehrani, editor-in-chief and group publisher, Internet Telephony. “With the introduction of Uniphi Suite, Aspect demonstrated its commitment to quality and innovation while addressing real needs in the marketplace.”
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