CHELMSFORD Mass., 16 May 2007— Aspect Software, Inc., the world’s largest company solely focused on the contact center, today announced it has been ranked as the world’s number one workforce management solution provider by The PELORUS Group, an independent market research and consulting company, in its 2007 World Contact Center Workforce Management Systems Market report. Globally, Aspect Software has 36 percent of 2006 industry sales and services revenue. In North America, Aspect Software has 38.9 percent of the market share, in EMEA the company has 26 percent market share and 33.5 percent of the market share for the rest of the world.
“Aspect Software is the clear market leader for workforce management throughout the globe,” said Dick Bucci, of The PELORUS Group. “The company has substantial worldwide market share because of its history of innovation, commitment to the contact center market, reputation for exceptional customer care, as well as its large international footprint. Aspect protects its installed base and builds the loyalty of new customers by providing what is arguably the most comprehensive portfolio of support services in the industry.”
The 2007 World Contact Center Workforce Management Systems Market report details significant trends, market drivers, constraints, market size, growth, and market shares for the fast-growing workforce management systems market.
“The workforce management market is consistently growing at a rapid rate as companies continue to realize the benefits that it can bring to the organization and the contact center,” said Jim Foy, president and CEO of Aspect Software. “Companies need to differentiate themselves and the way to do that is to create a productive, empowered agent population that helps improve customer satisfaction and overall contact center performance. No one understands this better than Aspect Software and we are pleased to see The PELORUS Group recognize and validate it.”
The company’s leading solution, Aspect® eWorkforce Management™, includes a complete array of functionality to meet every workforce management need, including inbound, outbound and blended call capabilities. The product’s core component provides essential workforce management forecasting, scheduling and tracking functionality for single-skill, multiskill, and multichannel contact center environments. To gain greater efficiency, the solution also includes a set of fully integrated Enhancement Packages that help fine-tune agent productivity, empower agents and supervisors, optimize overall performance and simplify the management of multisite or outsourced contact center workforces. Aspect eWorkforce Management is available in eight languages: Simplified Chinese, Traditional Chinese, English, French, German, Japanese, Korean, and Spanish.
Workforce management is part of the Aspect Software Contact Center Performance Optimization product line offering, which helps maximize agent performance and improve operations by enhancing quality, increasing customer contacts and optimizing contact center resources. The Aspect Software performance optimization products – Aspect eWorkforce Management, Aspect® Analyzer™, Aspect® Campaign Optimizer™, Aspect® Enterprise Campaign Manager™, Aspect® Quality Management™ and Aspect® DataMart™ – are designed to reduce labor costs, enhance service levels and align performance with business goals.
About The PELORUS Group
Founded in 1987, The PELORUS Group produces authoritative analysis and research reports, provides custom business planning services, and offers timely industry conferences. The company specializes in the stored value, directory assistance, and contact center markets. For more information, visit www.pelorus-group.com
About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its trusted Signature product line offers automatic call distributors (ACDs), dialers, voice portals and computer telephony integration (CTI). The company’s leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and interaction optimization applications. And, its pioneering Unified IP Contact Center product line delivers a comprehensive, multichannel solution. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.
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Aspect, Aspect Software, eWorkforce Management, Analyzer, DataMart, Performance Management, Quality Management and Enterprise Campaign Manager are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
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