CHELMSFORD, Mass., 31 July 2008 – The PerformanceEdge Group of Aspect Software, Inc., the world’s largest company solely focused on Unified Communications for the Contact Center™, today announced it has been recognized with the 2008 EMEA Contact Center Workforce Management Award for Market Leadership from Frost & Sullivan, the Growth Partnership Company. The award acknowledges Aspect Software as the leading vendor in the EMEA workforce management space for contact centers, with a market share that, according to Frost & Sullivan, is significantly ahead of its competition.
The Frost & Sullivan Award is given to the company that has exhibited market share leadership through the successful implementation of market strategies. Aspect Software has been recognized specifically for its capabilities in expanding its PerformanceEdge software footprint to bring other agent-facing tools into the mix, while also maintaining focus on developing and strengthening its core solutions, such as PerformanceEdge – Aspect® eWorkforce Management™. In addition, the PerformanceEdge Group was also recognized for successfully addressing significant localization challenges with its solutions to address local language and labor law requirements.
”In today’s economy, companies all over the world are looking to optimize all areas of operations, especially in the contact center,” explains Frost & Sullivan senior analyst Keith Dawson. “Aspect Software continues to gain a competitive advantage in the EMEA region, implementing superior market strategies that recognize the particular challenges of that region – stringent local labor regulations, as well as a very complex contact center environment in EMEA. By creating applications that directly address those issues, Aspect is creating a market leading differentiator.”
The criteria used by Frost & Sullivan to determine the 2008 EMEA Contact Center Workforce Management Award for Market Leadership recipient include:
• Market Share
• Revenue Growth Rates
• Profitability
• Market and Technology Innovation
“Companies in the EMEA market are looking for advanced performance optimization solutions to help them do more with fewer resources and that also meet their specific local needs,” says Bob Kelly, vice president of the PerformanceEdge Group, Aspect Software. “Having Frost & Sullivan consistently recognize our leadership in the workforce management market over the last several years is very important to Aspect Software. This award is another proof point that companies around the world have truly begun to recognize the value of PerformanceEdge and its innovative workforce management capabilities.”
The Frost & Sullivan Market Leadership award adds to the list of accolades for PerformanceEdge workforce management capabilities. In 2008, the solution has garnered awards for both Aspect and its customers:
• International Cruise & Excursions (ICE) won the 2008 Workforce Management Professional of the Year Award from the Society of Workforce Planning Professionals (SWPP) and the CRM Magazine Service Elite award for successful workforce planning and the implementation of PerformanceEdge™ workforce management capabilities.
• Virgin Airlines won the 1to1 Impact Award for customer service initiatives assisted by the PerformanceEdge solution.
• Aspect was recognized by CRM Magazine with a Service Leaders Award in the workforce optimization category.
About PerformanceEdge
PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals. For more information, visit www.performanceedgesuite.com.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, partners with clients to accelerate their growth. The company's TEAM Research, Growth Consulting and Growth Team Membership™ empower clients to create a growth-focused culture that generates, evaluates and implements effective growth strategies. Frost & Sullivan employs over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 30 offices on six continents. For more information about Frost & Sullivan’s Growth Partnerships, visit http://www.awards.frost.com.
About Aspect Software
Aspect Software Inc. founded the contact center industry and is now the world’s largest company solely focused on unified communications for the contact center. Our all-in-one, IT-ready solutions communications-enable customer service, collections and sales & telemarketing business processes for small and medium enterprises as well as for two-thirds of the FORTUNE Global 100. For more information, visit www.aspect.com.
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Aspect, PerformanceEdge, eWorkforce Management and Aspect Software 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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